Proactive NOC

Job Description

Provide real-time assistance to T2s and handle escalated calls for offline devices when all Senior NOC agents are unavailable.

§  Proactive Network Monitoring

ü  Nagios Alerts monitoring – Hosts and Services.

ü  Meraki dashboard and alerts monitoring.

ü  Create a ticket and initiate contact to sites to troubleshoot and resolve Proactive monitoring cases.

ü  Notify properties of offline/down equipment through calls and/or email and provide options to send a technician to resolve or replacement if unable to troubleshoot.

§  Contact properties to get approval for dispatches and hardware replacement through calls and emails.

§  Create, assign and handle tech dispatches.

ü  The scope of work will determine the amount of time needed to work with the technician/s

ü  Team member notifies the customer of the dispatch schedule and ETA.

§  Work with Tech Dispatches related to:

ü  Troubleshoot/Recover Offline devices

ü  Install Replacement Devices. Configure replacement device from factory default, have the device installed in the network and test connection over.

ü  Install SOHO/Temporary Router

§  Initiate Return Merchandise Authorization (RMA), follow up and close of faulty materials/hardware. This is done through support call, chat and email.     

§  Update Follow up and Refused to Troubleshoot tracking spreadsheets.

§  Run, follow up and complete P.I.C (Post Installation Check)

§  Complete the following tasks after running the P.I.C.

ü  Add all installed equipment to the database. This is done by exporting data into an excel file and be imported into the database.

ü  Install NMS package which is being used to monitor installed devices

ü  Install/setup Splash page

Technical Requirements

    Certified Tier 2 Engineer
    Preferably with Ruckus certifications
    In-house Tier 3 passer is a plus