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.

　　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.

　　Systems Administration

　　o 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

　　o Experience supporting Microsoft Exchange Server and Lync/Skype for Business in a multi-domain, enterprise environment

　　o Microsoft Certified IT Professional or MCSE preferred

　　o Strong and demonstrated experience with scripting (PowerShell, VBScript, etc.)

　　o Detailed understanding of advanced Windows Services including: Remote Desktop Services, IIS, DNS, DHCP

　　o Experience documenting process and creating KB’s for use by other support technicians

　　Platform/Storage

　　o Experience with the following vendors: VMware, VMware Horizon, Commvault, Cisco UCS, NetApp

　　o Experience in IT, demonstrating an increasing level of responsibility and technological acumen.

　　o Experience with VMware virtual server infrastructure administration and support in mid to large sized enterprise environments.

　　o Experience administering an enterprise-level data backup system such as Commvault Simpana.

　　o 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.

　　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.

　　Title: Telecommunications Engineer

　　Location: India-Telangana-Hyderabad

　　Requisition ID: 03SQA