NOC Support Engineer

This is a fully remote position, open to applicants in United States, +42 more locations.

📋 Description

• Assist in ensuring the stability and availability of TNS Financial Markets infrastructure and services.

• Generate service incident tickets and assign them to the relevant engineers.

• Address intricate IP network routing, hardware, and protocol challenges across global core and Financial Markets networks.

• Create tickets with Cisco and Juniper TAC and escalate issues for engineering assistance when required.

• Keep assigned tickets updated and maintained.

• Deliver technical support to TNS clients and collaborate with customer technical representatives.

• Offer support for extensive TCP/IP, VPN, and MPLS networks.

• Set up and troubleshoot Cisco, Arista, and Juniper routers and switches.

• Manage vendor relations and interact with Cisco and Juniper TAC.

• Conduct second-level troubleshooting and debugging for network and protocol issues.

• Coordinate, plan, and assist with network maintenance and change management tasks.

• Provide rotating after-hours on-call escalation support.

• Execute operational readiness assessments and support the project acceptance handover to the NOC.

• Manage incidents to restore client and network services with minimal disruption.

• Monitor event management systems and incoming customer emails.

• Respond to incoming telephone inquiries directed to TNS Network Operations.

• Triage incidents following established runbooks.

• Involve NOC engineers and ensure incidents are resolved successfully.

• Collaborate as part of a global team delivering 24x7 IP Desk coverage on a rotational basis.

⛳️ Requirements

• Knowledge of TCP/IP, VPN, MPLS, and routing protocols including OSPF, BGP, EIGRP, RIP, and IS-IS.

• Practical experience in configuring Cisco, Arista, and Juniper routers and switches.

• ITIL Certification is required.

• Familiarity with Microsoft Office software, communication tools, and Visio.

• Experience in working with external customers.

• Background in providing support for NOC environments.

• A degree in Computer Science or a related field, or equivalent professional experience is preferred.

• Experience in a support role within the financial industry, ideally with a Financial Markets managed service provider or independent software vendor.

• Understanding of Financial Markets, including Equity, Futures, and Options.

• Advanced knowledge of exchange market data and order routing protocols.

• Experience with supporting and troubleshooting multicast market data streams.

• Familiarity with Change Management Processes.

• 3–5 years of experience in troubleshooting circuits.

• 3–5 years of experience in Network Operations and Troubleshooting.

• Exceptional communication, customer service, and time management skills.

• Ability to multitask effectively.

• Strong written and verbal communication abilities.

• Direct trading experience is a plus.

🏝️ Benefits

• Equal opportunity employment.

• 24x7 IP Desk coverage on a rotational basis.

• After-hours on-call escalation support according to a rotating schedule.