Tier3 / NOC

Job Description

NOC Support tasks include but are not limited to the following :

1. Reply to outage alerts that are generated by our monitoring server. Handling for these outages includes things such as contacting ISPs, calling the hotel and working with local staff to reboot equipment and fixing configurations that may be wrong (Switches, TGX, SmartZone Controllers) etc.

2. Manage firmware upgrades as required on a pro-active and regular basis.

3. Reply to emails that clients send to our support inbox and utilize client provided tools to respond to end-users.

4. Handle escalated tickets from your Tier1 and Tier 2 technicians that we work with.

5. Create or modify conferences per client requests. Conferences can involve updating / configuring SSIDs, DHCP, VLANs, Firewalls, Subnets, etc. -

6. Follow an escalation procedure that HKI Communications will prepare specifically for this queue that Analysts will comply with the Scope of Work (SOW) as instructed following the SOW submitted dependent on the type of Support they will be required to complete.

7. Receive and log incident reports related to IPTV and guestcast service disruptions.

8. Conduct initial troubleshooting steps, including checking network connectivity, service status, and user configuration.

9. Escalate complex issues to higher-level support teams or vendors as needed.

10. Document troubleshooting steps and resolutions for future reference.

• Monitor the health and performance of network devices, including routers, switches, firewalls
• Detect and troubleshoot connectivity issues between network devices.
• Timely response to alerts and incidents.

Requirements

1. Have fundamental network knowledge experience towards support, troubleshooting, administration and best practices within network hospitality services.

2. Tier III Certified