NOC Engineer

Summary

Join NICE, a global leader in customer experience, financial crime fighting, and public safety solutions, as a NOC Engineer. You will ensure maximum service availability and performance for all CX products, providing support to various internal teams. Responsibilities include troubleshooting network and platform issues, validating and testing NICE CX products, performing health checks, responding to alarms, and collaborating with internal and external teams. You will create and maintain documentation and work in a 24/7 environment. This role requires an Associate's Degree or equivalent experience, 3+ years in a technical support role, and a strong understanding of network topologies and Windows server environments. NICE offers a hybrid work model (NICE-FLEX) with 3 days remote and 2 days in the office.

Requirements

• Associates Degree in Computer Sciences, Information Technology, Information Services, or equivalent work experience
• 3+ years experience working in a technical or support role within telecommunications, data network, or application server environment
• Demonstrated understanding of network topologies, Windows server-client environments, and telecommunication environments with a focus on SIP
• Understanding of packet analysis and packet capture utilities
• Confident and goal oriented attitude with an ability to set and meet short and long-term objectives
• Experience in creating, utilizing, and maintaining technical documentation
• Experience working in a windows server environment as it relates to server and software management tasks
• Ability to harvest and disseminate information in both formal and informal training environments

Responsibilities

• Responsible for troubleshooting network and platform issues from a server side perspective
• Validates and tests all NICE CX products and platforms
• Performs routine health checks over and above automated monitoring to ensure the quickest detection time for service affecting issues
• Responds to any number of alarms, alerts, or abnormal behaviors detected through reactive or proactive monitoring
• Wiki/KnowledgeBase resources
• Works with both internal and external teams to assist in escalated troubleshooting for issues relating to NICE CX products and platforms
• Interfaces with internal product teams to ensure the NOC remains current on new and planned product additions or updates
• Familiar with industry standard tools such as IP Monitor, SolarWinds, and BMC in addition to a set of internal custom tools used in network management
• Performs duties in a flexible fashion as the Network Operations Center is open 24x7x365.25
• Other duties as assigned

Preferred Qualifications

• Experience working with SaaS/Cloud based software environments
• Experience with VoIP implementation and support, specifically configuration of SIP End points and troubleshooting SIP telephony challenges
• Experience working with firewalls in general
• Experience working with BMC
• Experience working with applications driven by .NET, SQL, and other common Microsoft technologies
• Experience with troubleshooting and identifying issues within data networks as it relates to SIP and software applications
• Expertise with VoIP Gateways, SS7 Controllers and soft switches
• Comprehensive knowledge of TCP/IP, EIGRP, BGP, OSPF, telecom circuits ranging from DS-0 through OC-12
• Experience with War Room situation participation and situation management analysis
• ITIL Foundation certification and experience within an ITIL Organization

Benefits

• Enjoy NICE-FLEX!
• At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week