Network Operation Center (NOC) Technician – Day Shift

Who You Are Interested in monitoring servers and hardware, and ensuring applications are functioning without errors on Vail’s highly available telephony voice platform and network that spans multiple sites and 2000+ nodes? As a NOC Technician, you would provide system and network operations support in a 24/7 NOC. You will also be expected to troubleshoot detected errors in a carrier-grade hosting environment to locate the root of the problems and communicate those issues to the appropriate internal teams. Depending on the nature of the problem, you would either provide teams with the appropriate resources to resolve the errors or resolve the issue yourself. The role requires shift work. NOC Technicians are on a 3-week rotation, 2-weeks working 3 or 4 days per week for 12-hour on-site shifts and 1 week flex schedule (all during the day). The ideal candidate will have a strong networking background and knowledge of system monitoring, administration, and troubleshooting. We are looking for someone who is detail-oriented, self-motivated, and dependable. What You’ll Do Continually monitor the applications, platforms, and servers throughout the entire shift, using tools such as Nagios, Alerta, and Observium. Check on the network status of the hardware to ensure connections are maintained. Identify where the platform is having issues when the monitoring system sends out alerts such as performance related resource is low, or disk space is full. Troubleshoot to determine what the error is and where it is coming from by completing tasks like calling the numbers listed in the error to try to replicate the problem. Determine what requires action when issues arise. Triage the issue to the relevant personnel for immediate and efficient problem resolution. Create tickets in the queue for the relevant teams, including documenting all details associated with the issue. Resolve issues that can handled by the NOC team immediately (e.g., running commands). Create tickets to open error investigations when the problem will take an extended amount of time and resources to fix. Qualifications - We encourage you to apply if you think your experience may be a match, even if you do not meet all the qualifications. A Bachelor’s degree in Computer Science, Information Technology, or a related degree. 2+ years of experience in an Information Technology role. Experience in a customer-facing role. Experience with system monitoring and troubleshooting. Familiarity with the Linux operating system. Knowledge of log navigation. Experience with monitoring tools, such as Nagios. Knowledge of networking (i.e., TC/IP and OSI model). Knowledge of computer hardware and remote-in features. Familiarity with terminals and terminal commands (e.g., Ping). Experience with the MS Office suite. Basic familiarity with 1+ scripting language (e.g., Python). Excellent verbal and written communication and customer service skills. Certifications relevant to the IT industry (e.g., CompTIA, Network Plus, etc.), preferred. Proficiency with Python preferred. Proficiency with Nagios, or other monitoring tools, preferred. Proficiency with Juniper network equipment preferred. Please note that while we have offices in both Deerfield and Chicago, this position is based in our Deerfield office. At this time, the role is not eligible to be based out of the Chicago location. Who We Are At Vail, we believe in the unique power of voice interactions to create more expressive, more intimate, and more efficient interpersonal interactions. Using Vail technology, we make millions of voice interactions better every day. We process around 10% of all toll-free call traffic in the U.S.; 1 in 10 times, when someone calls a customer support hotline, Vail is routing or interacting with that call. We are rapidly growing across multiple dimensions, including our customer base, the scope of products we offer, and the size of our team. Now is the right time for a strong candidate to join and grow with us. We have a supportive culture where employees are encouraged to achieve both personal and team goals because we believe growth leads to both business impact and personal fulfillment. We offer competitive compensation and affordable benefits with flexibility and choice to meet individual and family (including Domestic Partnerships) needs, including: Multiple medical, dental, and vision plan options Company-paid life insurance, short and long-term disability 401(k) savings plan with company match (50% on first 6% of employee contribution) 35 days total annual PTO Annual Bonus Program Paid maternity and paternity leave Relocation allowance Employee referral bonus Gym membership Technical and Professional Development stipend We are striving to implement and sustain an inclusive and equitable work environment for all employees by sourcing underrepresented groups and continually empowering those individuals within our organization to further enrich Vail’s communication solutions. We recognize that equitable and unique individuals benefit our teams’ problem-solving, innovation, and development efforts. Our offices are located in Deerfield and Chicago, IL. Interviews and onboarding are conducted in our offices when possible. We observe a hybrid work format that provides employees with the flexibility to collaborate with team members based on business needs.