Network Operations Center Engineer

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USAN is an innovative contact center solutions provider, a respected community leader, and an all-around great place to work. We promote work-life effectiveness for all of our employees by creating a supportive, flexible, and collaborative work environment. We have a high performance culture, where we treat our employees as individuals, as professionals, as key members of the team, and like family.

The Network Operations Center Engineer is responsible for working on a shift of 4-5 Engineers to minimize system downtime, perform real-time surveillance of the network, notify customers of scheduled and unscheduled outages, and ensure the customer’s expectations of service are met. The Network Operations Center (NOC) serves as the first point of contact for the customer on all system- and network-related issues. Since the NOC is a 24X7 operation, these positions require shift work. All applicants will be required to work shifts, weekends, and holidays.

 Job Duties

  • Problem reporting and resolution
  • Performing daily routine checklists
  • Monitoring complex automated voice applications
  • Tracking system performance
  • Troubleshooting various issues on the network
  • Acting as a liaison to various customer Network Control Centers
  • Managing any outages

Qualifications

  • Associate’s degree or equivalent combination of education and experience
  • Proficient using Microsoft Office (Outlook, Word, PowerPoint, Excel)
  • Excellent written and verbal communication skills in the English language
  • Ability to work well with a team in a fast paced, constantly changing environment and follow instructions from management and senior colleagues
  • Outstanding customer service skills and a dedication to the customer service experience
  • Dependable to be at work during assigned shifts and to complete work as expected
  • Ability to multitask and meet specific goals set by management
  • Experience with documenting procedures
  • Ability to troubleshoot basic product hosting and technical procedures as needed

Job Benefits

  • Competitive compensation program
  • Outstanding benefits package (including medical, dental, vision and life insurance)
  • 401(k) plan
  • Excellent holiday/vacation plans
  • Employee Referral Bonus Program
  • Annual performance-based bonus
  • Ongoing training opportunities

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