NOC Technician

Position Overview

Internet Services (IS) is a service provider department within Encore delivering network services to clients and hoteliers in the hospitality industry. Network services are installed and operated within meeting and guest rooms in hotels and other event facilities. NOC team member responsibilities include the support of WAN/LAN, wireless, voice, and video network solutions. This position will primarily work in a call center environment, providing specialized technical support for hotel guest room network issues.  This position reports to the Network Operations Center (NOC) Manager.

Key Job Responsibilities 

Incident Response Management

• Act as primary level one support for hotel guest room issues and support needs.

• Document guest and network incidents and changes and perform root cause analysis as required.

• Follow department Standard Operating Procedures (SOP) and maintain centralized operational documentation.

• Assist NOC Engineers with aiding end users utilizing meeting and guest room networks under management and integration of new and existing network installations into the Network Operations Center (NOC) systems.

Network Monitoring and Maintenance

• Assist NOC Engineers in monitoring and analyzing of network performance and device behavior and adhere to departmental standards and service level agreements (SLA).

• Proactively identify and escalate potential network issues to NOC engineers.

• Follow incident response management procedures, acknowledgement and support of alerts, and provide reports and escalation information to stakeholders.

• Assist with routine network preventative health checks and maintenance.

Job Qualifications

• Bachelor of Computer Science preferred.

• 1-3 years of equivalent experience

• Preferred Certifications: CompTIA, Cisco, and/or other equivalent IT/IS certifications 

• Preferred Cisco IOS and hardware experience. Familiarity with router, switches, wireless hardware.

• Preferred experience with HP/Aruba, Ruckus, Meraki and other network solutions.

• Strong verbal and written communication skills in English, ability to work in dynamic environments.

• Strong interpersonal skills with a focus on active listening and problem solving.

• Requirements to work flexible shifts, including nights, weekends, and holidays.

• Ability to travel as required

Competency Group 

Deliver World Class Service

• Hospitality

• Ownership

•Do The Right Thing

• Instills Trust

• Safety Conscious

•Drive Results

• Action Oriented

•See The Big Picture

• Tech Savvy

•Value People

• Communicates Effectively

For more information on our Competency Group, refer to the Competency Based Talent Management page on Encore Connect by searching for the title or copy & pasting this URL Link (https://psav.sharepoint.com/sites/HR/SitePages/Competency-Supported-Talent-Management.aspx). 

Work Environment

Office

Work is performed primarily in an office environment.  Working times may include irregular hours and on-call status including days, evenings, weekends and holidays.   Team members must adhere to appearance guidelines as defined by Encore based in an office environment and when traveling, on an individual venue or a representation of venues in that city or area.

The above information on this description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job.  While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

#INDCORP

The compensation offered for this role is determined based on the qualifications outlined in the job posting for the specified location. Final compensation is based on a number of factors including location, travel, relevant work experience, or particular skills and expertise. In addition, some positions may be eligible for other compensation such as potential overtime, bonuses or incentives.

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