NOC Support L
Aviso de fuente externaen Outsourcing Services International | OSI
Support the NetSapiens platform and VoIP services through monitoring, troubleshooting, incident triage and customer communication.
Salario
No especificado
Ubicación
Antiguo Cuscatlán, El Salvador
Tipo de empleo
Tiempo completo
Modalidad
No especificado
NOC Support L
Antiguo Cuscatlán, El Salvador
Descripción del empleo
About the role
Outsourcing Services International | OSI is seeking a skilled and proactive Network Operations Center (NOC) Technician to monitor, maintain and support the NetSapiens software platform, associated infrastructure and VoIP services. The role combines proactive monitoring, incident triage, technical troubleshooting and customer communication. The successful candidate diagnoses and resolves issues within the NOC's scope, coordinates escalation when required, and works with internal teams to protect platform availability and service performance.
Responsibilities
- Develop and maintain subject matter expertise in platform, infrastructure and network troubleshooting.
- Monitor approved tools and dashboards for alerts, service degradation and customer-impacting incidents, responding according to documented priorities and procedures.
- Provide intermediate to advanced hosted and facilities-based VoIP technical support through phone, email, chat, tickets and other approved channels.
- Diagnose and resolve platform, application, network and VoIP issues using available logs, monitoring data and debugging tools.
- Escalate complex or out-of-scope incidents with diagnostic evidence, impact details, actions taken and a clear handover.
- Provide timely status updates to customers and internal stakeholders throughout investigation and resolution.
- Recreate customer configurations in lab environments to replicate issues and validate potential resolutions.
- Review customer settings against documented best practices and recommend or complete approved adjustments.
- Provide step-by-step instructions for configuration changes or updates, confirming customer understanding where appropriate.
- Support new customer deployments and server application installations within the defined scope of the NOC.
Datos clave
- Supports the NetSapiens software platform, associated infrastructure and VoIP services.
- Provides intermediate to advanced hosted and facilities-based VoIP technical support.
- Uses logs, monitoring data and debugging tools to diagnose and resolve issues.
- Coordinates escalation of complex or out-of-scope incidents.
Preguntas frecuentes
What does this role involve?
It involves monitoring, maintaining and supporting the NetSapiens software platform, associated infrastructure and VoIP services, including incident triage and technical troubleshooting.
What kind of technical support does the role provide?
The role provides intermediate to advanced hosted and facilities-based VoIP technical support through phone, email, chat, tickets and other approved communication channels.
How are complex incidents handled?
Complex or out-of-scope incidents are escalated to the correct team with diagnostic evidence, impact details, actions already taken and a clear handover.