Noc Support Engineer Jobs (NOW HIRING)

Job Summary:
Echo IT Solutions is seeking NOC Support Engineers to provide technical and network problem resolution to end-users. The role involves monitoring alerts, diagnosing issues, and improving network uptime while following ITIL service lifecycle frameworks.
Responsibilities:
• Provide technical and network problem resolution to end-users by monitor, correlate, manage and act on proactive alerts received.
• Define and diagnosing resolutions to issue and drive availability of charging stations.
• Systematically reduce critical outages and improved overall network uptime and work collaboratively with other services teams.
• Follow ITIL service lifecycle Framework and ensure MTTR and MTBF are achieved.
• Create technical documentation and make improvements to processes and procedures.
• Perform proactive preventative maintenance for both hardware and software.
• Script creation, collect and review performance reports for various systems and report trends on station performance and energy optimization metrics.
• Create test plans, test cases, and other documents based on software expectations and specifications.
• Account management skills including investigating and understanding current and historical issues for specific accounts.
• Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.
• Ability to work effectively and complete tasks/projects with minimal supervision.
• Open communicator, ability to give and receive actionable feedback.
• Proactively identify areas of product improvement including design enhancements, failure analysis, and quality control.
• Focuses and guides self in accomplishing work objectives.
• Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.
• Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivation.
• Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
Qualifications:
Required:
• 5+ years of experience in a technical support environment for complex hardware and software solutions
• Working experience, certifications, or bachelor's degree in technical field
• ITIL Service lifecycle and task / project management required
• Tenacious commitment to customer focused support
• Comfort with making complex decisions and excited by 'thinking outside the box'
• The ability to read and understand site drawings, field repair guides and product specifications
• Must have exceptional troubleshooting and advanced analytical thinking skills for complex issue resolution between hardware/software components
• Ability to accurately convey complex concepts in easily digestible communications both verbally and in writing
• Proven experience in driving initiatives, cross-functional collaborations, and holding others accountable to expectations
• Create test plans, test cases, and other documents based on software expectations and specifications.
• Account management skills including investigating and understanding current and historical issues for specific accounts
• Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures
• Ability to work effectively and complete tasks/projects with minimal supervision
• Open communicator, ability to give and receive actionable feedback
• Proactively identify areas of product improvement including design enhancements, failure analysis, and quality control
• Focuses and guides self in accomplishing work objectives
• Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict
• Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivation
• Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed
Preferred:
• Embedded Linux, RTOS, System Administration, syslog parsing/triage
• Networking fundamentals (TCP/IP, M2M communications, etc.)
• Power distribution and/or power electronics fundamentals, familiarity with AC/DC EV charging protocols: CCS, CHAdeMO, J1772 etc.
• Cloud based management platform and application support
• Documentation and creating knowledge articles
• Capture serviceability and supportability requirements to improve support deliver to customers.
• Ability to work with hardware and software engineering on problem resolution
• CRM tools such as Salesforce
• Jira or other bug management tools
• NetSuite or other ERP management tools
• Strong communication, interpersonal, motivational, and organizational skills.
Company:
Echo IT Solutions provides IT consulting, managed services, cloud, cybersecurity, data, and custom software development. Founded in 2021, the company is headquartered in Farmers Branch, USA, with a team of 51-200 employees. The company is currently Growth Stage.