NOC Technician

Job Description

Job Description

GLS is a managed service provider founded in 1998. Our focus is on the development of optimized designs that drive security, performance and savings through managed network solutions.

We support over 80,000 globally deployed endpoints out of our Network Operations Center (NOC) and Security Defense Center (SDC) in Charlotte, North Carolina and our facility in Knoxville, Tennessee. We have deployed over 30,000 of those nodes ourselves. Customers who partner with GLS perform better, their IT operation is more efficient, and their company is poised for a smooth transition into the cloud.

Our people and processes are what differentiates GLS from our competitors. The GLS leadership team has over 100 years of experience in voice and data networking. We deploy a stratified NOC and SDC with a multi-tier structure of support technicians. Our project management and engineering teams leverage our specialized tool set to deliver smooth network transitions and rollouts. Finally, our reporting and analysis team actively engages IT operations and planning with meaningful and timely performance data and analysis. Our operations teams are dedicated to customer satisfaction and work hard to customize our proven processes and tools to perfectly match each customer unique requirement. This is your opportunity to join Team NOC.

We are currently working to fill openings on all shifts for NOC Technician and SDC Analyst. The NOC Technician is an outstanding entry-level position at GLS that could allow the successful applicant the ability to build a solid technical foundation that could lead to engineering and security responsibilities. We require energetic, hard workers with a positive attitude to perform technical problem resolution in a high stress environment, including analysis, trouble isolation and repair.

Duties will include acting as a Customer Advocate in a 24x7x365 Network Operation Center.

NOC Technician

• The successful applicant will perform proactive monitoring, configuration management and fault resolution of assigned client networks. Additional responsibilities include:
• Performs customer advocate duties while maintaining a positive and professional manner at all times, during high stress situations. Takes calls and provides status from and to customers on a regular basis.
• Works in conjunction with internal and external resources to the company technicians/engineers to troubleshoot and resolve customer's issues.
• Has direct interaction and escalates troubles internally and externally on behalf of the customer.
• Maintains workload through a queue, detailing each ticket with notes of steps taken, test results and resolution data.
• Works tickets on a routine basis and may request support of others.
• Contribute to realizing departmental company goals and objectives
• Other duties may be assigned.
• Multilingual ability a plus. (Spanish, German, French)

The NOC Technician will be required to be open to all shifts/all days after preliminary training on 1st shift. Starting pay is $15.50 an hour. GLS offers an attractive benefits package for employees who qualify.

Benefits include:

Medical

Dental

Vision

Flex Spending

Life Insurance

401K after one year of employment

Paid Time Off

Job Type: Full-time