Job Description

: When everything\'s connected, how we connect is everything and we\'d like to connect with you too! We are looking for you to help us deliver exceptional customer experiences as a NOC Engineer. At TTEC, we help global brands provide a great experience to their customers, build customer loyalty, and grow their business. We were founded on one guiding principle: customer experiences that are simple, inspired, and more human deliver lasting value for everyone. Your role brings that principle to life. TTEC, a 50,000 employee, global customer experience pioneer, is opening a new information technology and data science center of excellence in Hyderabad where you\'ll have the opportunity to get in on the groundfloor of this expansion. As a technologist, we know you\'re in high demand. And we know it\'s important you find the right fit for your future. Have ideas you want to contribute We\'re listening. Looking for exposure to different clients, different technologies It\'s what we do. Want to make an impact on the future We\'re innovating every day. Teamwork key You\'ll have the opportunity to work on global projects with a knowledge-thirsty, international team. Join our inclusive IT team and you\'ll help create meaningful employee experiences that drive memorable customer experiences. Position Summary: The NOC Engineer, as part of the TTEC Network Operations Center(NOC), is responsible for managing and maintaining all critical infrastructure systems and platforms that support the global TTEC 24x7 Operations. This TTEC NOC is part of the Infrastructure Team and this position will report to the NOC Shift Supervisor. Key responsibilities: Utilize a suite of tools to monitor and manage all core network, voice and system/platform infrastructure environments Perform initial triage and troubleshooting steps by following SOP (Standard Operating Procedures) to determine root cause of alerts generated Track and document all issues and resolutions in detail within the ticketing system Provide notification to TTEC Operations and TTEC IT Management for all impacting or potentially impacting issues Implement Disaster Recovery procedures, where applicable, to quickly restore service to TTEC clients Acts as a liaison with vendors and third-party providers, including ticket creation and escalation Capable of managing complex technical issues and communicating status to Customers. Flexible person with the ability to manage stressful situations and adapt to rapidly changing environments and requirements. Ability to thrive in a fast paced, multi-cultural, customer-oriented environment. Ability to work days, evenings, and weekends as required 24x7 support Exceptional documentation and communication skills. Other duties as assigned by management Preferred Skills Previous Network Operations Center, Customer Service or Helpdesk experience Experience managing, supporting and deploying IT infrastructures with a strong ability to diagnose server or network alerts, events or issues Excellent understanding of technologies, operating systems, networking, anti-virus, back-ups, systems and firewalls Working knowledge of Voice/VOIP technologies Sysadmin and Linux skills Excellent time management and organizational skills, and ability to handle multiple concurrent tasks with minimal supervision Strong verbal and written communication skills, with ability to confidently speak with clients directly Self-motivated, enthusiastic, and able to handle multiple support cases Customer-oriented, and capable of providing high levels of client satisfaction Collaborate and work well with others Creatively solve problems Advanced Skilled: Experience and knowledge in one or more of the following areas: Network/Security, Voice, Platform/Storage, System Administration. See each area for more details. Network/Security Knowledge and implementation skills of Cisco\'s Switching (6500, 4500, 3700, 3500, 2900), Routing (3800, 2800, 3900, ASR), Wireless (WAPs, WIPs, WLCs, Prime) and Security (5520, 5510, 5505, IDS) products. Knowledge of Security Platforms and technologies to include Cisco ASA\'s, Checkpoint, Palo Alto, Internet filtering (Cisco WSA\'s), IDS/IPS, VPN Knowledge and implementation skills of HP Switching (5800, 5500, 7500) products. Knowledge of Voice Over IP experience with Cisco and Avaya VOIP Products. Knowledge of IP Routing, Quality of Service technologies with demonstrated implementation in a large enterprise organization. Knowledge of F5 BIG-IP with implementation experience in a large enterprise organization. Proxy experience Site to Site VPN implementation and support experience Experience with web-filtering/security appliances (Bluecoat and Cisco ASA both deployed) Experience with security management solutions Solid understanding of network topologies / design: routing, switching, and MPLS/VPLS Knowledge in LANs/WAN technology, Internet technology, experience in routing and network protocols (especially TCP/IP) Voice/VoIP Experience working with Avaya/SIP/VoIP technologies Experience with IP Voice Technologies In-depth knowledge of VOIP (Avaya/Ribbon) Experienced interfacing with vendors for new technology development and collaboration In-depth knowledge of IP Routing, Quality of Service technologies with demonstrated troubleshooting in a large enterprise organization Platform/Storage Experience with the following vendors: VMware, VMware Horizon, Commvault, Cisco UCS, NetApp Experience in IT, demonstrating an increasing level of responsibility and technological acumen. Experience with VMware virtual server infrastructure administration and support in mid to large d enterprise environments. Experience administering an enterprise-level data backup system such as Commvault Simpana. Prior experience with any of the following preferred: Cisco UCS, Dell, or other Intel-based server hardware Disk storage systems such as NetApp and EMC Cisco MDS VMware vRealize Operations NetApp OnCommand Insight Cloud platforms - Azure, AWS Basic Networking, Firewall, TCP/IP communications Basic SAN (storage area networking) fundamentals Strong understanding of Microsoft-based technologies, including Windows Server, Active Directory, SQL Server, etc. Systems Administration Expertise installing, configuring and maintaining Windows Server 2003 / 2008 / 2012, VMware vSphere and MS Hyper-V on blade and rack-mounted servers from Dell, HP, IBM, Cisco Experience supporting Microsoft Exchange Server and Lync/Skype for Business in a multi-domain, enterprise environment Microsoft Certified IT Professional or MCSE preferred Strong and demonstrated experience with scripting (PowerShell, VBScript, etc.) Detailed understanding of advanced Windows Services including: Remote Desktop Services, IIS, DNS, DHCP Experience documenting process and creating KB\'s for use by other support technicians Requirements Bachelor degree in Information Technology or Computer Science or equivalent experience 2-3 years of experience in a Network Operations Center type of environment or 1-2 years in 1 or more of the technology specific areas listed above Employment Requirements : TTEC requires all employees hired in the India to successfully pass a background check including employment credentials, education, permanent and current address verification and if applicable, immigration and work permit documentation as a condition of employment. Depending on location and client program, a drug test may also be required as a condition of employment. TTEC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. You will be asked to share with TTEC as well as its representatives, all such personal information that it may require to conduct such background verification and also agree to TTEC and its representatives collecting and storing such personal information and transferring the same, whether in India or abroad.

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