NET SOC Engineer

Job Description

Job Description :
TTEC is seeking a NOC Engineer to join the IT Team. We're a global company that is 46,000+ employees strong. Together, we are transforming the world of customer experience by helping our clients design and deliver simpler, more effective, efficient, and human customer service experiences that inspire customer loyalty and boost company profits. Our global IT organization of 600 supports the entire enterprise that encompasses over 40,000 users across our businesses aligned in four pillars - Customer Care, Technology Services, Strategy Services, & Growth Services.
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.

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.)
  • 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

  • Experience working with Avaya/SIP/VoIP technologies
  • 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

  • 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

  • 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

Job Details

Employment Types:




TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way. But don't take our word for it - check out some our women in leadership and diversity awards on Notice to external Recruiters and Recruitment Agencies : TeleTech does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TeleTech, and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TeleTech.

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