NOC Analyst
San Ramon
Posted on 3/12/2022

1,001-5,000 employees

Cloud based call and contact center software
Company Overview
Five9's mission is to empower organizations to transform their contact centers into customer engagement centers of excellence. The company provides software for managing omnichannel customer interactions including voice, SMS, chat, email, social, video, and more.
Remote in USA
Experience Level
  • 2+ years recent relevant experience providing technical support, performing maintenance, monitoring and configuration work, in a 7x24x365 technical operation environment
  • Strong technical knowledge in at least one of the following categories:
  • Telephony configuration and troubleshooting
  • Networking configuration and troubleshooting
  • Systems administration and troubleshooting
  • Database Use and Administration
  • Experience with CRM ticketing systems and coordinating workflow with other departments
  • Must be willing to work shifts and participate in on-call rotation (days, nights, weekends)
  • Understanding of voice or data networks and protocols
  • Ability to communicate clearly with the Global NOC's internal & external customers
  • Familiarity with telecom & network carriers their portals and ticketing procedures
  • Experience working with network & telecom vendor equipment
  • Associates degree from a college or trade school in computer science, engineering or related technical discipline or equivalent relevant work/military experience
  • Perform daily, weekly monthly and quarterly maintenance procedures and defined in the Operational Guidelines
  • Monitor and Identify events proactively resolving issues
  • Follow standard operating procedures performing day-to-day maintenance on Five9 Network, Telecom and Cloud systems
  • Test and turn up of SIP and ISDN trunk groups
  • Report all service impacting issues within 5 minutes of detection
  • Respond & Resolve Customer escalations within the SLA window
  • Monitor Carrier & Partner metrics to assure adherence to existing SLA's
  • Open and track to resolution vendor, carrier and internal tickets
  • Internal & External Incident Notifications
  • Provide “Root Cause Analysis” for all incidents
  • Monitor Network Security and report and document any breaches
  • Adhere to Five9 policies for reporting and managing change requests control