Job Description:

WHO WE ARE

Empowering Connections, Inspiring Possibility

SageNet is a leading managed services provider specializing in connectivity, digital signage and cybersecurity. The company connects, manages and protects technologies and devices across widely distributed enterprises. SageNet’s people, processes and technologies, coupled with its collaborative approach, empowers customers to achieve their core business objectives.

The company offers world-class service and support via its US-based 24/7/365 Network Operations Centers (NOCs) and Security Operations Centers (SOCs), geographically diverse teleports, a central National Logistics Center, multiple data centers, and a nationwide field service organization.

What makes SageNet unique is its Why: SageNet is passionate about Trusted Connections. This is a two-fold calling. First, the company creates trusted, reliable and secure technological connections for its customers. Second, and perhaps even more importantly, SageNet works tirelessly to build trusted human connections with its customers, partners and communities. The company believes that by creating, discovering and nurturing these trusted connections, SageNet enhances the world that connects us all.

With a three-decade track record in managed services, SageNet boasts a long-term customer base that includes the nation’s largest retail, financial, healthcare, utilities and energy organizations. SageNet manages communications for more than 430,000 endpoints. Headquartered in Tulsa, SageNet has regional offices in Atlanta, Toronto and Washington, D.C.

WHAT YOU’LL DO

As a Tier 2 NOC Associate on our Connect Team, you will be responsible for providing technical support to our global client base.  Our 24/7 NOC monitors and remotely troubleshoots a diverse list of hardware manufacturers using standard and custom-built tools across a variety of network topologies.   The NOC works with internal and external IT professionals to implement network configurations and replace hardware when necessary.   As this industry diversifies and enterprises adopt new technology, it is more important than ever to develop the skill set to support and manage this technology effectively. The ideal candidate is highly energetic, self-motivated, and driven to excel in cutting edge technology.

Major duties and responsibilities:

• Monitor networks proactively to identify service-impacting events


• Troubleshoot network connectivity issues across a wide range of networking hardware for clients’ networks


• Resolve connectivity problems by clarifying the customer’s complaint; identifying the cause of the problem; selecting and explaining the best solution to the problem; expediting correction or adjustments; and following up to ensure resolution


• Manage inbound calls, outbound calls, and emails within a 24/7 call center


• Utilize the internal ticketing system to log all requests and activities


• Adhere to call center principles and call center guidelines set forth by management


• Provide superior customer service by being courteous, knowledgeable, and professional


• Communicate with customers and internal staff at regular intervals to ensure expectations are set and that appropriate attention is being paid to customer requests


• Escalate problems to the appropriate organization or external vendors as required to achieve resolution


• This position may require working nights, holidays, and weekends as well as being on-call when required

WHO YOU ARE

Key Qualifications

• 2+ years of 7 x 24 NOC experience, or equivalent experience


• Previous Help Desk/Technical Call Center experience required


• Advanced PC/laptop software knowledge and skills, including installation, configuration, and troubleshooting


• Understanding of common Internet protocols, including TCP/IP and DNS


• Strong customer service and communication skills (both oral and written) and demonstrated ability to work as a team player


• Demonstrated ability to effectively manage and prioritize multiple tasks


• Effective interpersonal skills for interaction with all levels of staff, clients, vendors, and consultants even in stressful situations


• A working knowledge of the systems, tools, and processes required to perform assigned tasks


• Experience and accuracy in configuring and troubleshooting the complete line of SageNet’s products and services


• A working knowledge of SageNet’s network architecture, including hub, server, and NMS components


• Basic understanding of both Windows and Unix-based platforms


• Demonstrated attendance reliability through a history of minimal unplanned absences


• Flexibility to work any shift including holidays, weekends, and nights, both on a semi-permanent or rotating basis as required


• High School Diploma or equivalent required


• Some College or Technical School preferred


• Network+, A+, CCENT, or CCNA preferred


• Ability to complete an 8am-5pm Monday through Friday training schedule for the first 2-4 weeks

WHERE YOU’LL WORK

Special Working Conditions

• Productively work in a hybrid work environment which consists of 2 mandatory “all-in” days, 1 variable day, and 2 virtual days. Hybrid work environment is applied per position/department and may be subject to change per changes in the Policy.


• Corporate business office space where NOC is in a key card access only space


• New hire training schedule is 8am-5pm CT Monday through Friday for the first 2-4 weeks


• Post new hire training, will require Sunday through Thursday 3rd shift

Physical Requirements

• Visual Acuity: Ability to view and interpret data on screens, distinguish colors.


• Mobility: Comfortable sitting for extended periods, moving within the NOC.


• Communication: Clear verbal and written skills for team interaction and documentation.


• Stamina: Flexibility for shift work, ability to work under pressure.


• Manual Dexterity: Proficient use of keyboards, mice, and small tools.

 

ADDITIONAL INFORMATION
Schedule: Training will be from 8am-5pm Monday thru Friday. Post training, the expected working schedule will be Sunday thru Thursday from 9pm – 6am CT.
Classification*: Non-Exempt
Position Type: Full-Time
Travel Requirements: None
Direct Reports:  No Direct Reports
Safety Sensitive: No

 

Ready to join a team that values trusted connections? Apply now!

 

Legal Disclaimer
This job description is intended to provide a general overview of the position. It is not an exhaustive list of all responsibilities, duties, and skills required. SageNet reserves the right to modify this job description at any time, with or without notice. Employment with SageNet is at-will, meaning that either the employee or the company may terminate the employment relationship at any time, with or without cause or notice. SageNet will provide reasonable accommodations for qualified individuals with disabilities.

As a managed services provider, SageNet maintains a high level of information Security. SageNet has a published Information Security Policy and provides mandatory Security Awareness Training for all employees. SageNet requires that all employees adhere to published SageNet security policy, failure to do so may result in termination of employment. The SageNet security program is only as strong as our people and as such it is the responsibility of all employees to protect corporate and customer data following best practices and policies.

Attention All Third-Party Agencies, Headhunters, and Recruiters
SageNet will not accept candidate submissions by unsolicited third parties through this site or any company email address. All unsolicited candidates presented to SageNet will be considered the property of SageNet. SageNet will not be responsible for any fees associated with unsolicited candidates, nor will a contractual relationship be formed by the submission. SageNet is not obligated and will not under any circumstances pay any fees to said third parties submitting candidates in this manner. SageNet only forms contracts with recruiters with whom we have an established business relationship and a signed agreement in place. All contact with SageNet from third parties must be through our People Operations Department. Any contact made outside of the SageNet People Operations Department by a third party will cancel any future business relationships between the third party and SageNet.

Please contact Katie.Halstead@sagenet.com for any questions. 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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