Company Overview
SageNet is a leading managed services provider specializing in connectivity, digital signage, and cybersecurity. The company connects, manages, and protects technologies and devices across widely distributed enterprises. SageNet’s people, processes, and technologies, coupled with its collaborative approach, empowers customers to achieve their core business objectives. The company offers world-class service and support via its US-based 24/7/365 Network Operations Centers (NOCs) and Security Operations Centers (SOCs), geographically diverse teleports, a central National Logistics Center, multiple data centers, and a nationwide field service organization. What makes SageNet unique is its Why: SageNet is passionate about Trusted Connections.
This is a two-fold calling. First, the company creates trusted, reliable, and secure technological connections for its customers. Second, and perhaps even more importantly, SageNet works tirelessly to build trusted human connections with its customers, partners, and communities. The company believes that by creating, discovering, and nurturing these trusted connections, SageNet enhances the world that connects us all. With a three-decade track record in managed services, SageNet boasts a long-term customer base that includes the nation’s largest retail, financial, healthcare, utilities, and energy organizations.
SageNet manages communications for more than 220,000 endpoints. Headquartered in Tulsa, SageNet has regional offices in Atlanta, Toronto and Washington, D.C.
Job Purpose
As a Tier 2 NOC Associate on our Connect team, you will be responsible for providing technical support to our global client base. Our 24/7 NOC monitors and remotely troubleshoots a diverse list of hardware manufacturers using standard and custom-built tools across a variety of network topologies. The NOC works with internal and external IT professionals to implement network configurations and replace hardware when necessary. As this industry diversifies and enterprises adopt new technology, it is more important than ever to develop the skill set to support and manage this technology effectively.
The ideal candidate is highly energetic, self-motivated and driven to excel in cutting edge technology.
Duties and Responsibilities
- Monitor networks proactively to identify service impacting events
- Troubleshoot network connectivity issues across a wide range of networking hardware for client’s networks
- Resolve connectivity problems by clarifying the customer's complaint; identifying the cause of the problem; selecting and explaining the best solution to the problem; expediting correction or adjustments; and following up to ensure resolution
- Manage inbound calls, outbound calls and e-mails within a 24/7 call center
- Utilize the internal ticketing system to log all requests and activities
- Adhere to call center principles and call center guidelines set forth by management
- Provide superior customer service by being courteous, knowledgeable, and professional
- Communicate with customers and internal staff at regular intervals to ensure expectations are set and that appropriate attention is being paid to customer requests
- Escalate problems to the appropriate organization or external vendors as required to achieve resolution
- This position may require working nights, Holidays and weekends as well as be on-call when required
Qualifications
- 2+ years of 7 x 24 NOC experience, or equivalent experience
- Previous Help Desk/Technical Call Center experience required
- Advanced PC/laptop software knowledge and skills, including installation, configuration, and troubleshooting
- Understanding of common Internet protocols, including TCP/IP and DNS
- Strong customer service and communication skills (both oral and written) and demonstrated ability to work as a team player
- Demonstrated ability to effectively manage and prioritize multiple tasks
- Effective interpersonal skills for interaction with all levels of staff, clients, vendors and consultants even in stressful situations
- A working knowledge of the systems, tools, and processes required to perform assigned tasks
- Experience and accuracy in configuring and troubleshooting the complete line of SageNet's products and services
- A working knowledge of SageNet's network architecture, including hub, server, and NMS components
- Basic understanding of both Windows and Unix based platforms
- Demonstrated attendance reliability through history of minimal unplanned absences
- Flexibility to work any shift including holidays, weekends and nights, both on a semi-permanent or rotating basis as required
- High School Diploma or equivalent required
- Some College or Technical School preferred
- Network+, A+, CCENT, or CCNA preferred
- Ability to complete and 8am-5pm Monday thru Friday training schedule for the first 2-4 weeks
- Post new hire training, ability to be flexible with schedule in a NOC that is 24 x 7 x 365 which will include nights and potential weekends based on business needs
Working Conditions
- Productively work in a hybrid work environment which consists of 2 mandatory “all-in” days, 1 variable day, and 2 virtual days. Hybrid work environment is applied per position/department and may be subject to change per changes in the Policy.
- Corporate business office space where NOC is in a key card access only space
- New hire training schedule is 8am-5pm CT Monday thru Friday for the first 2-4 weeks
- Post new hire training, will require nights and potentially weekends
- Business casual working environment
Physical Requirements
- Visual Acuity: Ability to view and interpret data on screens, distinguish colors.
- Mobility: Comfortable sitting for extended periods, moving within the NOC.
- Communication: Clear verbal and written skills for team interaction and documentation.
- Stamina: Flexibility for shift work, ability to work under pressure.
- Manual Dexterity: Proficient use of keyboards, mice, and small tools.
Classification*:
Non- Exempt
Position Type:
Full Time
Travel Requirements: 25 – 50% travel
Direct Reports:
None
Safety Sensitive:
No
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 People Operations Department. Any contact made outside of the SageNet People Operations 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.
