Tier 2 NOC Associate - SageCONNECT (Information Technology)

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

Enjoy the flexibility of our hybrid work model.  Our business casual working environment fosters collaboration and productivity. 

• Corporate business office space where NOC is in a key card access-only space
• New hire training schedule is 8 am-5 pm CT Monday through Friday for the first 2-4 weeks
• Post new hire training will require Tuesday they Sunday, 11 am-8 pm CT

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.

Schedule: Training will be from 8am-5pm Monday thru Friday. Post training, the expected working schedule will be Tuesday thru Saturday from 11am – 8pm 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!

Equal Opportunity Employer Statement
SageNet is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. As a federal contractor, SageNet complies with Section 503 of the Rehabilitation Act and VEVRAA, including nondiscrimination, outreach, and recordkeeping obligations. SageNet does not engage in race-, sex-, or gender-based affirmative action under Executive Order 11246, as those requirements were rescinded effective April 21, 2025. Reasonable accommodations are available as required by law.

Employment and Security Notice
Employment with SageNet is at-will and may be ended by either party at any time, with or without cause or notice. Job descriptions may be modified at any time. All employees must complete Security Awareness Training and follow SageNet's Information Security Policy to protect company and customer data.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. Technical Support