Job Summary:

We are seeking a highly motivated and skilled NOC Engineer with strong expertise in switching, routing, ticket management, and exceptional customer service skills. The ideal candidate must have hands-on experience with Cisco Unified Communications Manager (CUCM). In this role, you will be responsible for network monitoring, incident resolution, and providing support to internal and external clients.

Key Responsibilities:

Network Monitoring and Troubleshooting:
Monitor network performance, including switches and routers, to ensure smooth operation.
Identify, troubleshoot, and resolve network-related issues involving switching and routing.
Escalate critical network issues as needed to the appropriate teams for prompt resolution.
CUCM (Cisco Unified Communications Manager) Support:
Provide advanced support and troubleshooting for CUCM, including configuring, maintaining, and managing VoIP networks.
Troubleshoot and resolve issues related to Cisco telephony systems and collaborate with vendors as necessary.
Ticket Management:
Open, manage, and close tickets using our ticketing system, ensuring issues are resolved in a timely and efficient manner.
Follow established processes to ensure accurate documentation of all issues and resolutions.
Track incidents and service requests from initiation through resolution and closure.
Customer Service:
Deliver excellent customer service to internal and external stakeholders.
Provide regular updates to customers on ticket status and maintain positive client relationships.
Serve as the primary point of contact for customers during issue escalation.

Required Skills and Qualifications:

Cisco Unified Communications Manager (CUCM) experience is a MUST.
Hands-on experience with switching and routing technologies (e.g., Cisco, Juniper, etc.).
Strong understanding of network infrastructure and IP protocols (e.g., BGP, OSPF, VLANs, QoS).
Experience with opening, managing, and closing tickets in a ticketing system (e.g., ServiceNow, Jira, etc.).
Excellent communication and customer service skills with the ability to interact with technical and non-technical clients.
Ability to work in a fast-paced, dynamic environment and multitask effectively.
Certifications (preferred but not required): CCNA, CCNP, or equivalent.

Additional Requirements:

Availability to work on a rotating shift schedule, including weekends and holidays, as needed.
Ability to work in an on-call environment and respond to critical issues outside of standard working hours.

Education and Experience:

Bachelor's degree in Computer Science, Information Technology, or a related field (preferred).
2+ years of experience in a NOC environment or in a technical support role.

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