NOC Engineer / System Support Technician-Level 3

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JOB SUMMARY
The NOC Engineer is important in the Service Delivery division at CTS. The Network Operations department of CTS ensures the intricate networks and systems we manage are maintained and supported. Responsible for delivering impeccable maintenance, troubleshooting, and general support of our clientele’s network infrastructure, the NOC Engineer must exhibit a sense of ownership over various systems while also providing high-caliber quality work and customer service.
This is an individual contributor – technical position

KEY RESPONSIBILITIES
• Administer and perform the work for monthly, quarterly, bi-annual, and yearly maintenance plans for clientele;
• Assist higher-level NOC Engineers to automate recurring requests using, but not limited to, Kaseya VSA, ConnectWise Manage, PRTG, and PowerShell;
• Configure monitoring of client infrastructure using PRTG, Kaseya VSA, and ConnectWise Manage;
• Remediate alerts from monitoring tools that are generated from firewalls, switches, access points, physical and virtual workstations and servers, phone systems, and storage devices;
• Respond to and resolve service i ---------- following existing procedures and service level agreements;
• Track time, communications, and work output via our ConnectWise Manage PSA;
• Liaise with internal teams, vendors, and client contacts;
• Monitor and remediate all CTS-provided client backup solutions: Acronis On-Prem, Acronis Cloud, CloudAlly, and Backupify;
. Perform installation, configuration, and troubleshooting of workstation, server, and cloud applications;
• Create and maintain information and documentation in ConnectWise Manage and ITGlue;
• Assist with our service center (helpdesk) requests as needed and
• Address all phone calls and VIP emails outside of regular business hours.

REQUIRED SKILLS AND QUALIFICATIONS
• 2+ years of experience in a customer-facing, technical-services environment, with a strong commitment to customer service;
• Experience with networking protocols: TCP/IP, BGP, OSPF, VPN, IPSEC, VoIP, and QoS;
• Experience in WAN/LAN networking, including routing, switching, security, and load balancing;
• Experience in WLAN technologies including, but not limited to, Meraki, UniFi, and Cisco;
• Experience with Microsoft Windows Server, Windows Desktop, and Apple Ecosystem;
• Experience in Network Attached Storage (NAS);
• Experience with Grand Stream or other Asterisk-based PBX systems;
• Experience with Android, iOS, Gsuite, and Office365;
• Self-motivated, with excellent time management skills and the ability to handle and adapt to changing priorities and special projects in a high-growth environment;
• Analytical, critical thinking, problem-solving, and decision-making skills. Ability to clearly articulate business and technical problems in terms of data and symptoms, causes and effects, and potential remedies; and
• Strong written and oral communication skills.

PREFERRED SKILLS AND QUALIFICATIONS
• MSP experience;
• Knowledge of scripting/programming language, including, but not limited to, PowerShell, BASH, and/or VBScript;
• Knowledge of Cisco ASA and SonicWALL firewall; and
• Experience with MSP-related tools: ConnectWise, Kaseya VSA, PRTG, and ITGlue.

WORK LOCATION & SCHEDULE
This is a full-time remote position for candidates located in the Philippines
The hours for this position are 6pm-6am EST, 4x/week including weekends (on a rotation basis)

COMPENSATION
The salary range for this role is $1600 - $2500/monthly

This is a contracted position