This position is located in Tulsa, Oklahoma.Anyone can apply, but they must be willing to relocate to Tulsa if selected.
SageNet is a Network, Digital Signage, Wi-Fi and Cybersecurity Managed Services firm. Our relationship-driven approach and holistic Connect-Manage-Protect process sets us apart from the competition. SageNet delivers creative solutions, built-on best-of-breed technology, backed by world-class service and support. SageNet unites Internet of Things (IoT) managed services with wireless expertise to deliver secure, user friendly, and innovative monitoring solutions. With our Enterprise Managed Services, organizations can easily develop, deploy, monitor, and support devices across multiple mobile platforms and operating systems.SageNet operates three US-based 24/7 NOCs/SOCs, a National Logistics Center, and a nationwide field service organization.
We are proud to manage communications at more than 160,000 locations for our loyal, long-term customer base.
Job Purpose
The NOC Tier I Associate is responsible for providing phone and email technical support and proactive monitoring of customer equipment, networks, and applications. The primary focus is to ensure customer environments are supported, maintained and highly available.
Duties and Responsibilities
- Provide first level phone and email technical support for a variety of satellite and signage devices
- Create case and document issue with clarity and conciseness
- Prioritize and triage phone, email and monitoring system incidents
- Document all work performed in a highly detailed and accurate manner in the incident ticketing systems
- Escalate relevant incidents to Tier II or Management based on complexity or time constraints
- Assist and /or consult with NOC team or management to achieve company defined SLAs
- Adheres to all special instructions and documented processes
- Dispatch relevant issues to Field Service
- Develop and maintain excellent customer relationships
- Diagnose, repair and update server systems, projectors, media players and satellite receivers
- Troubleshoot and resolve network issues such as connectivity (LAN and WAN), switching and routing
- Document relevant issues for population to the knowledge base
- Willing to take ownership and take on other duties as assigned
Qualifications
To perform this role successfully, the NOC Tier 1 Associate must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill, education, and overall experience required for the role.
- High School Diploma Required, Associates degree or equivalent from a two-year college or technical school or related experience in a technical setting.
- 2-3 years TCP/IP networking preferred
- 2-3 years RDP, FTP and VPN preferred
- Basic PC/laptop software knowledge and skills, including installation, configuration, and troubleshooting
- Knowledgeable in differences of video interfaces such as VGA, DVI, and HDMI
- Familiarity with Linux and Windows OS preferred
- Previous experience in a Network Operations Center or Help Desk preferred
- Knowledge of satellite or signage equipment preferred
- Familiarity with field service concepts, practices, and procedures
- Excellent communication skills, both verbal and written
- Comfortable working in a high-stress, fast-paced environment with shifting priorities
- Excellent time management, organizational, and analytical skills
- Self-starter who can find and resolve issues as they are identified
- Ability to successfully interface with a wide range of personnel within the organization
Working Conditions
- Flexibility to work any shift including holidays, weekends and nights, both on a semi-permanent or rotating basis as required
- Compliance with company attendance standards
Physical Requirements
- Must be able to sit for long periods of time
Classification*
- Non-Exempt, Hourly employee
Position Type
Travel Requirements
- No travel expected for this role.
Direct Reports
Attention All Third-Party Agencies, Headhunters, and Recruiters
SageNet will not accept candidate submission by unsolicited third parties through this site or any company email address. All unsolicited candidates presented to SageNet will be considered the property of SageNet. SageNet will not be responsible for any fees associated with unsolicited candidates, nor will a contractual relationship be formed by the submission. SageNet is not obligated and will not under any circumstances pay any fees to said third parties submitting candidates in this manner. SageNet only forms contracts with recruiters with whom we have an established business relationship and with whom we have in place a signed agreement.
All contact with SageNet from third parties must be through our Talent Acquisition Department. Any contact made outside of the SageNet Talent Acquisition Department by a third party will cancel any future business relationships between the third party and SageNet.
Please contact
Katie.Halstead@SageNet.com
for any questions.
