Associate Network Engineer

Position Summary

The NOC Engineer, as part of the TTEC Network Operations Center (NOC), is responsible for managing and maintaining all critical infrastructure systems and platforms that support the global TTEC 24x7 Operations.  This TTEC NOC is part of the Infrastructure Team and this position will report to the NOC Shift Supervisor.

Key Responsibilities

1.      Infrastructure Monitoring

Ø  Regularly monitor network infrastructure, systems, and applications.

Ø  Use monitoring tools to detect anomalies, performance issues, and potential outages.

2.       Handling Level 1 Issues

Ø  Triage and address basic incidents promptly.

Ø  Follow predefined procedures for incident resolution.

Ø  Escalate complex issues to senior team members as needed.

3.       Effective Communication Abilities

Ø  Communicate clearly and professionally with colleagues, stakeholders, and end-users.

Ø  Document incidents, resolutions, and communication details.

4.       Solid Grasp of Foundational Technology

Ø  Understand fundamental IT concepts, including hardware, software, and protocols.

Ø  Stay updated on industry trends and emerging technologies.

5.       Understanding of Networking and Server Infrastructure Basics

Ø  Familiarize yourself with network components, protocols, and server configurations.

Ø  Learn about IP addressing, routing, and DNS.

6.       Knowledge of Compliance Principles

Ø  Comply with security policies, data protection regulations, and industry standards.

Ø  Understand the importance of confidentiality and privacy.

7.       Adaptability to New Technologies

Ø  Be open to learning and adapting to evolving technologies.

Ø  Attend training sessions and workshops.

8.       Proficient Communication Skills

Ø  Express ideas clearly in written and verbal communication.

Ø  Collaborate effectively with team members.

9.       Thorough Documentation Proficiency

Ø  Maintain accurate records of incidents, resolutions, and changes.

Ø  Use ticketing systems and knowledge bases efficiently.

10.    Capability to Escalate Level 1 Incidents

Ø  Recognize when an issue requires escalation.

Ø  Follow escalation procedures to involve senior engineers.

Preferred Skills

Ø  Excellent understanding of technologies, operating systems, networking, anti-virus, back-ups, systems and firewalls

Ø  Working knowledge of Voice/VOIP technologies

Ø  Excellent time management and organizational skills, and ability to handle multiple concurrent tasks with minimal supervision

Ø  Strong verbal and written communication skills, with ability to confidently speak with clients directly

Ø  Self-motivated, enthusiastic, and able to handle multiple support cases

Ø  Customer-oriented, and capable of providing high levels of client satisfaction

Ø  Collaborate and work well with others

Ø  Creatively solve problems