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National Grid is hiring a Senior NOC Engineer Tier II **1st SHIFT duty, for our Critical Network Infrastructure team in Syracuse, New York.
Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live. The pace of change in society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry.
To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business.
Job Purpose
The UTOC (Unified Technology Operations Center) Engineer 2 position is the first point of contact in resolving network issues and managing tickets. The person in this position is required to work in a team environment, under limited supervision and reports to the UTOC Manager. Due to the nature of UTOC’s 24×7 support business, the UTOC Engineer 2 must be present in the UTOC at all times during the work shift.
The UTOC Team provides communication, information, and resolution to internal customers who call in with issues. As the first point of contact for the customers; the UTOC Engineer 2’s goal is to provide an efficient and effective response to customer’s problems and concerns by providing quick answers, escalations, straightforward resolutions, and accurate results.
Respond, coordinate, and follow-up on phone calls, e-mail, and web requests 35%
Troubleshoot and analyze network issues 20%
Reporting 15%
Incoming Call /Email Handling and Ticketing 15%
Personal Training and Career development 10%
Mentoring 5%
Key Accountabilities
- Answer incoming calls in a pleasant helpful manner
- Escalate issues to Senior Staff/Shift Lead/Shift Manager
- Perform incident documentation by creating tickets. Incident documentation includes selection of the affected party, prioritization of the incident, filling in the mandatory fields such as type and time of incident and a brief description.
- Research and resolve issues such as documentation requests, repeat issues, customer follow-up as appropriate, recommend any process improvements and provide shift turn over status.
- Perform notification and escalation of the incident as documented in customer specific procedures in accordance with established guidelines and standards.
- Be the front line to UTOC’s technical support staff members by coordinating and routing incidents, calls and tickets
- Respond to network events, customer telephone calls and e-mails.
- Monitor the alarm activity through the software monitoring system
- Track incidents where applicable to verify that response times and availability requirements established in the SLA are met.
- Create and update tickets with 100% accuracy, following established procedures
- Execute projects given by Management
- Experience with Cloud computing and VMware
- Experience with SolarWinds monitoring
- Personal Training and Career development
- Mentoring
Qualifications
- BS in a Computer technology or related field
- Excellent customer service skills. Requires a minimum of 2 years of customer service experience.
- Exceptional written and oral communication skills. Must be able to document issues with a high level of accuracy and attention to detail.
- Ability to multitask in a fast paced and demanding environment.
- Experience and proficiency in the following areas:
- Telecommunication transport technologies
- Routing and Switching experience
- Fiber Optics (CWDM/DWDM)
- Wireless (Cellular/DAS, Microwave, Wi-Fi)
- Server operating systems
- CCNA or other related certifications a plus
More Information
Salary
$82,000 – $105,000 a year
This position has a career path which provides for advancement opportunities within and across bands as you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical skills. Candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience.
National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience and expertise. We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.
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