NOC Support Engineer
EdgeCast Networks, Inc. - Santa Monica, CA

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SCOPE OF POSITION

EdgeCast’s Network Operation Center (NOC) Support Engineer is responsible for the 24/7/365 monitoring of the EdgeCast Content Delivery Network and the customers that use it. This network comprises of hardware, software and network technologies. The NOC Support Engineer will be the primary response and point of contact for all customers with the intent of resolving more than 85% of the issues.
The NOC Support Engineer will have the authority to escalate cases outside of their ability to additional groups within EdgeCast when necessary and follow through to a timely resolution. The position will be expected to interact heavily with various customers using phone, chat or email to promptly resolve issues ensuring customer satisfaction.

RESPONSIBILITIES

Serve as primary responder for all server issues and customer complaints, monitoring the progress of events and supplying the client, partner or vendor with updates

Monitor all of the global EdgeCast servers, applications, network devices and connections along with customer traffic, using specific custom built tools

Work with the systems and network administration teams to resolve complex issues within specific service level agreement times

Work directly with EdgeCast customers to resolve technical issues and questions

Perform basic systems troubleshooting and management, coordinate with appropriate EdgeCast teams when necessary

Provide thorough research of customer-facing issues and provide report to escalation teams prior to escalation

Update customers regularly on ongoing trouble tickets and provide full report of issues

Continue to learn and update internal knowledge base of new support solutions

REQUIREMENTS

4-year degree in a technical discipline preferred (or equivalent experience)

Must have full understanding and experience maintaining, managing and monitoring remote servers running Linux

Must have working knowledge of network troubleshooting, traceroutes, pings, Gomez and Keynote

Able to monitor entire CDN infrastructure via various tools and open proper tickets with the appropriate information for a quick resolution

Ability to quickly and efficiently address customer needs by providing solutions to customer issues or

escalating to another support group when necessary

Strong preference for individuals with direct experience in streaming media (Flash and WMS) and background with HTTP/HTTPS and internet protocols

The candidate must have a strong customer service orientation with excellent verbal and written communication skills

Must be able to communicate clearly and succinctly to our customers in regards to issues

Possess the ability to translate a complex problem into a simpler language for the customer and vice versa

Flexible to cover other shifts as needed in a 24/7/365 NOC environment

Must be willing to work night (10pm-6am) and/or swing (2pm-10pm) shifts, including weekends

PERSONAL ATTRIBUTES

Highly responsible, self-motivated, and able to work with minimal supervision

Resource oriented persona with the ability to adapt to a constantly changing technical environment

Energetic and fast paced individual who thrives in a high growth, entrepreneurial environment

Excellent organizational and follow up skills

Strong communicator with the ability to build relationships at all levels of an organization

Ethical, fair and of high integrity

THE BENEFITS

Matching 401K

Choice of 1 HMO or 2 PPO plans.

Employee Referral Bonus program

Corporate Discounts on Entertainment, Dining, Shopping, Computers, Gym Membership

Beautiful Santa Monica location

Excellent career growth potential

Equal Opportunity Employer EOE/AA M/F/D/V