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SOS is a cutting edge company comprised of friendly, high-integrity professionals with superb expertise. A number of key SOS team members have been with the company for many years – and some for over a decade.

At SOS's core is a deep bench of engineers specializing in data and voice convergence - including computer telephony, unified messaging, thin client computing, centralized storage, virtual private networks, and LAN/WAN design and implementation.

SOS is always seeking high caliber, high-integrity professionals with expertise in Sales and Engineering.

Please send an email cover letter and resume to: or Apply online below.

Opportunity Details

Job Title: NOC Engineer II
Location: Loomis (Sacramento)
State: Northern California
Date Posted: 1/20/2011 1:46:46 PM
Position Description:

Job Type:

This is a full-time position and is located in Loomis, CA


Primary Responsibilities:

The NOC Engineer II position is primarily responsible for supporting post-project implementation clients, Managed Services and support contract clients. Primary job duties include phone and e-mail Tier 2 support, ticket management, resolution, escalation, and communication. This position is a full-time position. Position also includes occasional projects and onsite support. 


Specific responsibilities include (but not limited to):

  • Support end users directly using remote access tools or on site  
  • Manage personal ticket queue across various technology practices
  • Escalate tickets to Tier 3 engineers as needed
  • Open trouble tickets with vendors and manage progress 
  • Provide frequent updates and communication with clients 
  • Daily time entry and details of work done
  • Maintain knowledgebase and documentation
  • Manage responses to service level agreements
  • Assist in various process improvements and automation
  • Technology certifications as required
  • Great phone skills and patience with end users
  • Follow and work with established procedures
  • Escalation point for Tier 1 engineers
  • Ability to accommodate flexible work schedules
  • Rotating on-call duties


Required Qualifications:
  • 3+ years support center (helpdesk/NOC) experience
  • Active Directory, Exchange, SQL and Windows desktop/server family experience
  • DHCP, DNS, TCP/IP, VPN, wireless, and antivirus experience
  • Working experience with routing , switching (Cisco preferred) 
  • Desktop application support including MS Office
  • Experience working with carriers and escalation (PRI, T1, SIP, DS3, POTS, etc.)
  • Telecom and communication services understanding including Cisco VoIP Solutions
  • Experience with support ticking system within a helpdesk environment
  • Must be able to travel on occasion
  • Ability to lift 40+ lbs.
Desired Qualifications:


  • Technology certifications a huge plus with Microsoft, Cisco preferred
  • Physical installations including racking, cabling, and server hardware configuration
  • Infrastructure monitoring systems
  • SAN and NAS storage management
  • Routing, SIP, and PRI call troubleshooting
  • Windows Server 2012, Microsoft Lync, Microsoft SQL
  • Experience with Interactive Intelligence (I3) highly preferred
  • Experience with Fax over IP (FoIP) solutions (XMedius, RightFax)
  • Virtualization (Hyper-V, VMWare, etc.)
  • Knowledge of backup systems (Symantec, Asigra, Windows, Acronis)
  • Cisco Call Manager, Unity Connections and UCCX administration/troubleshooting
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