NOC position, how technical will it be?

naclh2onaznaclh2onaz Member Posts: 69 ■■□□□□□□□□
I have an interview for a NOC scheduled next week. What concerns me is that the position includes billing, which seems more customer service related than technical support. Is this typical for a NOC position? The job title is a data center provisioning technician. Im excited because the position includes technologies that are new to me but I don't want to be in a role that's not very technical. Can anyone with NOC experience let me know if this is normal? Heres the job description: Type of Position: Technical and Customer Support; Compensation: Hourly Plus Commission

TECHNICAL EXPERIENCE / REQUIREMENTS:
  1. Minimum two (2) years of hands-on Linux systems administration experience.
  2. Self-starter with minimum one (1) year of software, Web 2.0 technical support
  3. Associates degree or technical certification preferred.
  4. Strong knowledge of internet networking connectivity technologies including firewalls, tcp, dns, dhcp, ssl, and load balancing.
  5. Familiarity with most basic system administration tools and procedures; for example, BASH, MySQL, MsSQL, IIS, Apache, ProFTPd, Plesk, cPanel, and web control panels and ability to use backup programs, verify disk integrity, and maintain system files (groups, hosts, aliases).
  6. Fundamental understanding of a Linux or Windows operating system and servers.
  7. Superior technical expertise and work ethic.
  8. Proven ability to interact with developers, colleagues, and cross-functional teams.
  9. Troubleshoot and analyze causes of server performance problems.
  10. Perform preventive maintenance on servers.
  11. Gather necessary data for issue replication, problem determination and/or escalation.
  12. Isolate and, when possible, resolve service performance issues.
  13. Review server error and audit logs and perform system backups/restores.
  14. Experience building computers/servers.
  15. Experience in one or more of the following: java, javascript, perl, python, html, html5, XML, PHP, SOAP, REST, .NET, ruby, ruby on rails a plus.
  16. System administration experience and development experience highly desirable.
CUSTOMER SUPPORT EXPERIENCE / REQUIREMENTS:
  1. Excellent people skills.
  2. Proven ability to clearly and effectively interact and communicate with customers in a friendly and personable manner via multiple channels (chat, phone, email).
  3. Research, resolve, and respond to customer questions and callbacks (via chat, phone and email) in a timely manner and in accordance with established standards, policies, procedures and service level agreements.
  4. Use interactive tools including chat, forums, email, monitoring and other web based social media to exceed customer expectations.
  5. Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers.
  6. Provide creative solutions to customer problems to ensure customer productivity.
  7. When appropriate, escalate issues to appropriate individuals based on established guidelines and procedures.
  8. Ability to exercise judgment using procedures and practices to determine the appropriate course of action.
  9. Attend training sessions and possibly assist in training workshops. Participate in cross/team projects that enhance the quality or efficiency of the Customer Support group.
  10. Be part of a team, with best in breed cost structure, operations, and execution quality.
  11. Passionate about customers and helping them reach their goals.
OTHER REQUIREMENTS:
While performing the duties of this job, the employee is required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must be able to lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
2017 Goals:
CISSP [X]
2018 Goals:
CRISC [ ]

Comments

  • greenerekgreenerek Member Posts: 99 ■■□□□□□□□□
    Hello,

    In my opinion this is a position for a technician working in/for Data Center. Most requirements meets general requirements on similar position.
    I do not think this is a typical NOC position, and do not expect that you will be really troubleshooting networking issue.Most likely your job will include support customer with Linux/Windows issue.
    Question is what kind of type of are you looking for? Network engineer? Support/Technician?
    If you want to be NOC network engineer requirements are different (CCNA, knowledge of OSPF, BGP, nexus-swicthes ..etc)however if you do not have experience as a Network Admin, or you want to be working as Windows/Linux specialist go for it!
    Per aspera ad astra-Seneka


  • the_Grinchthe_Grinch Member Posts: 4,165 ■■■■■■■■■■
    Looks pretty technical to me. Honestly, billing really could amount to making sure your are properly recording the time spent on a ticket.
    WIP:
    PHP
    Kotlin
    Intro to Discrete Math
    Programming Languages
    Work stuff
  • naclh2onaznaclh2onaz Member Posts: 69 ■■□□□□□□□□
    It does look very technical. It will just be different. Where Im working now, there's a separate customer service department and all I do is technical support. It doesn't directly say billing in the job description but some of the job reviews on glassdoor said along with support the job includes billing and the commission part looks like I'll be doing some sales. Which is not a problem, I do some sales and upgrading of plans where I'm at now. I am just starting out and would like to learn Linux and this will give me some experience with cloud hosting which would be great. I don't think ill use much Cisco knowledge here though. I will wait until the interview and get some more feedback on what a typical day's duties will include.
    2017 Goals:
    CISSP [X]
    2018 Goals:
    CRISC [ ]
  • greenerekgreenerek Member Posts: 99 ■■□□□□□□□□
    naclh2onaz wrote: »
    like I'll be doing some sales. Which is not a problem, I do some sales and upgrading of plans where I'm at now. I am just starting out and would like to learn Linux and this will give me some experience with cloud hosting which would be great. I don't think ill use much Cisco knowledge here though. I will wait until the interview and get some more feedback on what a typical day's duties will include.

    In my company people who can sale and have technical knowledge earn lot's of many. Good luck!
    Per aspera ad astra-Seneka


  • naclh2onaznaclh2onaz Member Posts: 69 ■■□□□□□□□□
    Just had the interview today, and I hope I get the job! The job's in a data center with 5000+ servers. It's not a lot of customer service like I thought, and not a lot of being on the phone at all. Which would be nice as Im currently working for a major isp doing pc support and getting back to back calls while working multiple log me in sessions. 90% of the servers are Linux and the job includes building/decommissioning servers and troubleshooting via customer tickets.
    2017 Goals:
    CISSP [X]
    2018 Goals:
    CRISC [ ]
Sign In or Register to comment.