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NOC Team Leader

Norwalk, United States

The Network Operations Center (NOC) Team Lead will provide second level support for a wide variety of systems and processes and performs routine tasks to maintain network services.  This role is on the third shift and supports and troubleshoots internal and external systems while relying on instructions and pre-established guidelines to perform job functions.

Responsibilities include:


  • Supervise and train, in a coach/player role, a team of technical support specialist that are responsible for first level support

  • Escalation point to assist with client support requests

  • Proactively identify and effectively respond to critical network events

  • Provide multi layer network troubleshooting support for small and large clients via email and telephone

  • Track carrier maintenance

  • Utilize monitoring tools to proactively identify problems with systems, applications, and networks

  • Provide evidence based analysis of network outages (minor and major) 


Skills:


  • Strong working knowledge of common internet protocols such as TCP, UDP, IGP/EGP protocols such as  OSPF, IGRP and BGP

  • Excellent verbal and written communication skills

  • Able to simply and professionally communicate advanced and technical concepts to a wide range of people such as peers, managers, customers and vendors

  • Functional knowledge of OSI model

  • Extensive working experienced with monitoring tools and industry standard diagnostic tools such as ping, traceroute, SolarWinds, tcpdump or Wireshack 

  • Comprehension of Cisco IOS internet routing, switching and firewall troubleshooting

  • Maintain well written and detailed customer communication, trouble ticketing and outage notification

  • Assist leadership in development of training documents and tutorials

  • Occasionally need  to temporarily adjust work hours

  • Can employ rational and logical thinking to make quick and sound decisions                               

  • Working knowledge of IPsec Site- to Site VPN's and Linux (CLI) network diagnostic tools    


Education & Experience:


  • 2-4 years client facing NOC and /or Technical Support experience

  • 1 Year in a lead or supervisory role

  • Experience opening tickets and escalating issues with Telco, Broadband and Cellular WAN providers

  • Self-motivated, independent and highly task oriented

  • Exposure to cellular and/or RF based wireless technologies

  • Intermediate Microsoft Excel knowledge (advanced creation and manipulation of pivot tables, v-lookup, index, chart creation, etc.)

  • Experience in review of network graph and reporting data

  • Prior experience working for an IoT and/or M2M firm is a plus

  • Bachelor Degree in related STEM field and 1 year of related work experience or 4 years of equivalent work experience

  • Current CCNA or CCNP/DP certification or equivalent experience

Ventus is an equal opportunity employer committed to diversity. All individuals are encouraged to apply. Ventus offers a competitive compensation package including health, dental, vision, life, and disability insurance programs, fitness center, a 401(k) plan, paid holidays, and generous paid time off.