NOC Support Engineer

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives.Come join the excellence!

Overview

The Field Support area is responsible for providing on-site technical or non technical product support and service to customers.

Responsibilities

The Financial Markets Global IP Desk will contribute to the success of the team supporting the stability and availability of the TNS Financial Markets infrastructure and services by raising service incident tickets and assigning them to an appropriate engineer. 

This position is part of the Global IP Desk with a close relationship to the Technical Support Group which serves as second level escalation on all IP related Network Control Center issues. Primary responsibilities will be to resolve any issues including complex IP network routing, hardware, and protocol issues on the TNS global core and Financial Markets network. This will also include opening tickets with Vendor Help desks (Cisco and Juniper TAC) and escalating problems for engineering support when necessary. The technical support engineer will also be responsible for maintaining and updating assigned tickets providing peace of mind.

This is a customer facing role, with the individual responsible for delivering quality service and support to TNS customers.  The role being within the Financial Markets industry, liaising with TNS customer’s technical representatives requires solid technical understanding in relation to network, systems infrastructure and datacenters, as well as understanding of Financial Markets and Financial Exchanges.

Primary Duties and Responsibilities:

• Provide support of global large scale TCP/IP, VPN and MPLS networks to include OSPF, BGP, EIGRP, RIP, IS-IS protocols
• Hands-on configuration and troubleshooting of Cisco, Arista and Juniper routers and switches
• Vendor management, to include extensive interface with Cisco and Juniper TAC
• Second-level network and protocol troubleshooting and debugging
• Coordination, scheduling and support of network maintenance and change management activities . Any change in network is scheduled as per the Change Management Policy, including second sighted to avoid any errors for that change during its implementation.  
• Provide on-call escalation support which includes after hours availability on a rotating schedule
• Operation Readiness, final checks for project acceptance into the NOC for handover support.
• Incident management, ensure all clients and network incidents are restored with minimal service impact. 

Key Responsibilities: (include but not limited to)

·         Monitor TNS’s various event management systems.

·         Monitor and manage inbound customer email.

·         Respond to inbound telephone calls to TNS Network Operations.

·         Raise incident tickets on the TNS Incident Management ticketing system

·         Provide triage for incidents following defined runbooks.

·         Engage NOC engineers on incidents to see the incident through to successful resolution.

·         Work as part of a global team that provides 24x7 IP Desk coverage on a rotation basis.

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·         TCP/IP, VPN,MPLS and routing knowledge (OSPF, BGP, EIGRP, RIP, IS-IS).

·         Hands-on experience with the configuration of Cisco, Arista and Juniper routers and switches.

·         ITIL Certification

·         Experience with Microsoft Office software, communications software, and Visio.

·         Hardworking, focused, thorough, and punctual.

·         Proficient at multitasking.

·         Experience working with external customers.

·         Experience providing support for NOC environments.

·         Computer Science / applicable degree, or equivalent work experience is preferred

·         Experience in a financial industry support role, preferably with a Financial Markets managed service provider or independent software vendor

·         Understanding of Financial Markets (Equity, Futures, Options)

·         Advanced knowledge of exchange market data and order routing protocols

·         Experience supporting and troubleshooting multicast market data streams

·         Experience with Change Management Processes

·         3-5 years’ experience with troubleshooting circuits

·         3-5 years’ experience with Network Operations and Troubleshooting

·         Excellent communication, customer, and time management skills

·         Self-starter with a drive to develop own skills and knowledge

·         Team player with good attention to detail

·         Direct trading experience advantageous

·         Strong written and verbal communications skills required.

Qualifications

If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!

TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.