Talentuch is hiring a
Tier 2 NOC Engineer

Summary

Join a hyperconnectivity solutions provider as a Tier 2 NOC Engineer in Bulgaria or remotely after 3-6 months. Work from 7am-4pm and 10 am – 7 pm, Monday-Friday with no shifts during weekends.

Requirements

• Intermediate understanding of networking principles and possessing Tier 2 level certifications (such as CCNA or CompTIA Network+)
• Experience in a customer service or technical support role is beneficial
• Familiarity with ticketing systems
• Enthusiasm for learning and adapting to new technology solutions
• Strong communication skills, both written and verbal
• A proactive and detail-oriented approach to problem-solving
• Ability to work collaboratively in a team environment
• Certified Cisco Network Associate (CCNA) or equivalent experience
• Associate preferred – Computer Science, Networking, Information Technology, or Electronics/Engineering focus
• 3-5 years of working knowledge of Data networking and customer support in Tier II or Tier III

Responsibilities

• Provide essential support to voice and data customers, ensuring prompt and effective service delivery
• Assist in diagnosing and resolving basic wireline and wireless service issues by collaborating with internal and external resources
• Document all support activities accurately within the ticketing system
• Ensure clear and concise communication for all interactions with vendors and customers within the ticketing system
• Assisted in coordinating remote field engineer dispatches and provided support during on-site visits
• Assist in managing tickets within Tier 2 queues, adhering to established processes and SLAs/SLOs
• Learn and apply coaching received from Tier 3 technicians to enhance proficiency
• Escalate issues to Tier 3 as required and assist in resolution efforts
• Monitor network devices and customer equipment for basic alarms and outages
• Support change requests and assist in troubleshooting customer configurations under supervision
• Participate in providing basic remote training sessions for customers
• Identify potential issues and assist in suggesting suitable solutions
• Prioritize tasks effectively and demonstrate attention to detail in day-to-day responsibilities
• Collaborate in the rotating on-call schedule to provide continuous support
• Learn and familiarize oneself with all essential Globalgig systems and processes necessary for customer service
• Engage in learning technical systems and solutions
• Assist in identifying opportunities for process improvements or optimizations