NOC Engineer II Position Available In Broward, Florida

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NOC Engineer II
Regular Full-Time
Professionals
Miramar, FL, US
2 days ago

Requisition ID:

1329 UDT is a leading technology enabler, dedicated to empowering businesses across major industries with innovative solutions. We specialize in evaluating, architecting, securing, and managing technology—whether it’s on the go, in the rack, or in the cloud. Our comprehensive offerings include technical, professional, cybersecurity, and managed services, ensuring that our clients are equipped with the tools and expertise needed to thrive in today’s fast-paced digital landscape. This is a full-time position, located in Miramar, FL NOC Engineer II The mission of the NOC Engineer II will provide primarily second level technical support and services including operational leadership of all IT Service Management technological equipment and software including but not limited to: workstations, servers, printers, networks, and vendor specific hardware and software. This position is responsible for leading the Network Operation Center (NOC) support, service operations, quality control, maximized performance resolution, hardware and software installation and maintain within Service level Agreements to ensure services and support are being met and delivered in a consistent manner to clients. The NOC Engineer II is also responsible for setting up and configuring new clients through the on-boarding process, Backups and Patch Management monitoring, hardware and software trending, scheduling follow-ups, reporting and registering of incidents/requests communicated by the clients.

Responsibilities:

Responsible for resolving and supporting within the NOC via remote control solutions and on-site client support of medium/high complexity incidents (pertaining to but not limited to: WAN and LAN connectivity, routers, firewalls, and security) as well as service requests, perform escalations, generate daily tickets for the services and support provided.
Support disaster recovery solutions and executes Severity/Crisis Management process with communication to IT department, and other departments including management, vendors and clients during a planned or unplanned outage. Informs management and key client personnel of operational and procedural deficiencies when encountered during shifts or from problem management issues.
Performs remote access solution implementation and support (VPN, Terminal Services, and Citrix), remote monitoring and management of system alerts/notifications, proactive services and support by investigating, tracking, monitoring and document all departments/sites for nonfunctioning devices, perform repairs and routine maintenance of hardware and software, scheduling and documenting all support activities, completion of ticket registering daily which includes the following but not limited to escalations, resolutions and departmental/customer follow ups.
Provides support on escalated client communications, provides support on internal escalated issues from other support levels and ensure a rapid decision responses, perform investigative analysis while providing accurate, thorough answers in a timely manner to customer inquiries.
Perform Patch Management/Anti-Virus Alert monitoring on Servers and Workstations, Backup alert monitoring and restores, queue management to achieve service level agreements in a timely manner and provide Quality Assurance standards for work performed, and where applicable train staff/client members.
Responsible for performing the On-Boarding process and audits of new or current clients. Setting up and configuring Alerts, Remote Monitoring Tools, and knowledge transfers for the NOC to commence client support and services. Generate risk analysis gap reports and provide maturity recommendations to VCAs for strategic planning sessions. Interface with client’s executives, technical representatives, other technology services department/personnel, UDT partners, and all levels of UDT employees to ensure that operational procedures, accurate escalation processes, timely document registration within UDT’s Professional Service Automation (PSA) tool and status updates are performed and streamline workflow is maintained to ensure customer satisfaction.
Works with clients/vendors to resolve technical problems in the most effective and expeditious manner, collaborate to implement practices to improve operations.
Collaborates with management in the implementation of programs incorporating changes to methods, systems and procedures.
Participate in discovery sessions with prospects and customers to gather and understand their technical and functional requirements.
Maintain satisfactory consistent resolution of customer service level agreements and improve customer service, perception, and satisfaction
Work with the Service Desk Dispatcher to ensure requests are routed/escalated to the proper resource in a consistent manner
Responsible for entering all work as service tickets, time and expenses in UDT’s Professional Service Automation (PSA) tool

Education/Experience:

Bachelor’s degree or equivalent combination of education and experience in Information Technology, Computer Science or related field
8+ years of working knowledge and diagnosis skills of Hardware/Software such as: Laptops and Desktops Computer Networking, Network Printers, Scanners, Ethernet, LAN/WAN, AD, DNS, Microsoft Office Applications, Citrix, Internet Protocols, Wireless Networking Protocols, Ticketing Systems, and VoIP Phone system. 8+ years’ experience in a technical support role with troubleshooting and customer support skills
8+ years’ experience in Windows-based environment(s) and 6 years’ experience with Macs.
Certifications in A+, Network+, Microsoft

MCDST/MCSE, APPLE

ACMT, HDI-DST, Citrix CCEA or CCIA, Cisco CCNA, or VMware VCP a plus What UDT offers you We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to the organization. UDT’s Total Rewards package includes medical, dental, vision, life and disability coverage as of the 1st of the month, health savings accounts, flexible savings accounts, 401(k) plan with company match, 7 annual holidays and unlimited paid time off. Join us and be part of an inclusive, energizing, and collaborative environment. UDT is an Equal Opportunity Employer who is committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disability, or national origin. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. Employment is contingent upon successful completion of background and pre-employment drug screen. UDT is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status