NOC Technician II – VoIP & Network Support (Onsite – Naperville, IL)

Pilot Global Technologies/Crosswind Cloud Solutions is a leading UCaaS (Unified Communications as a Service) and IaaS (Infrastructure as a Service) company that focuses on being the glue that keeps our clients’ networks running. We are looking for motivated individuals that will help us to build a strong, successful team.

Why Us?

· Quality and Execution. Great people focused on helping employees reach their full potential.

· Teamwork. Smaller, tight-knit working groups.

· Customer Focused. We live up to our customers’ expectations.

We are seeking a NOC Technician-Level 2 to become an integral part of our team at our Naperville, IL office. This is a full-time, onsite position and is not remote or hybrid. Candidates should reside within a reasonable commuting distance of Naperville, IL. The Level 2 Technician resolves advanced telecom and network related issues and is a key resource for the Client Services team in providing next-level customer service experiences to both internal and external clients.

This role will provide telecom and some network level implementation and support utilizing varied manufacturers and technologies. As a member of the Client Services team, the NOC Technician will also assist in root-cause investigation and troubleshooting of data and VoIP packets.

The position will also support our provisioning and deployment team who stages, tests, and ships equipment to customers for installation.

This position reports to the Help Desk Manager.

Essential Duties & Responsibilities:

· The NOC Technician-Level 2 is a key resource to the Client Services team in providing next-level customer service experiences to both internal and external clients

· This role will provide telecom and some network level implementation and support utilizing varied manufacturers and technologies

· As a member of the Client Services team, the Telecom Technician will also assist in root-cause investigation and troubleshooting of data and VoIP packets

· Perform surveys for new and existing Clients

· Prepare VoIP implementation (evaluation, programming, installation, and ongoing maintenance)

· Take ownership of service tickets until resolution or escalation

· Provide high quality customer service support with an emphasis on issue resolution and quality

· Comply with documentation and backup policies utilizing an already established documentation framework

· Provide on-site and remote incident resolution via phone, remote tools and email

· Performs other duties as assigned

· Configure, Install, and troubleshoot network and telecommunication equipment and service (e.g., PBX, hybrid PBX, UCaaS, Voip, POTS, Firewalls, Switches, Access Points.)

· Work closely with project managers, clients, manufacturers, and business partners to provide smooth implementation and quick problem resolution to our customers

Qualifications

· Excellent interpersonal and customer service skills

· Excellent organizational skills and attention to detail

· Ability to interface with customers effectively during stressful outage related situations

· Strong analytical and problem-solving skills

o Perform advanced root cause analysis of UCaaS, VoIP and network incidents

o Analyze SIP signaling, RTP streams, packet captures, and call traces to oidentify service-impacting issues

o Diagnose and resolve problems involving QoS, VLANs, routing, switching, NAT, firewalls, and carrier connectivity

o Develop corrective action plans to prevent recurring incidents

o Coordinate with carriers, vendors, and engineering teams during major outages

o Document findings and contribute to knowledge base articles and troubleshooting procedures

· Proficient with Microsoft Office Suite or related software

· Ability to manage multiple projects in a fast-paced environment

· Ability to work independently and as part of a team

· 1-2 years’ working knowledge and troubleshooting experience of SIP, RTP, UDP, TCP, and NAT technologies

· Knowledge of VoIP deployment with SIP endpoints such as Yealink, Polycom and Cisco

· Knowledge of Inside Plant Wiring practices and troubleshooting

· Hands-on experience with monitoring, network diagnostic and network analytics tools

Technologies Utilized

· Proprietary Crosswind UCaaS platform

· SIP

· RTP

· TCP/IP

· UDP

· NAT

· Fortinet

· Meraki

· EnGenius

· Network monitoring tools

Required Qualifications:

• High School Diploma or equivalent
• 1 – 2 years’ experience with installing and troubleshooting PBX/Hybrid-PBX phone systems including but not limited to Mitel, Cisco, RingCentral

Preferred Qualifications:

• Associate or bachelor’s Degree preferred.

· Knowledge of FortiNet firewalls and switches is a plus

· Knowledge of Meraki and EnGenius firewalls, switches, and Access Points is a plus

Benefits:

- Health Insurance

- Dental Insurance

- Vision Insurance

- Paid time off

- 401(k) matching

Job Type: Full-time

Pay: $45,000.00 - $50,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Experience:

• Telecom Tier 2: 1 year (Required)

Work Location: In person