• NOC Tech II

    Location US-Agoura Hills
    Job ID
    Customer Service / Support - All Openings
    Pos. Type
    Full Time
  • Company Overview

    At Nuance, we empower people with the ability to seamlessly interact with their connected devices and the digital world around them.  We are creating a world where technology thinks and acts the way people do by designing the most human, natural, and intuitive ways of interacting with technology.


    Our nimble technology uses analytics and advanced algorithms to transform the inanimate into animate and reduce complicated processes into simple ones.


    Join our Enterprise team…great customer service starts here. We design virtual assistants for intelligent and effortless customer service helping customers find the information they need using whatever channel they prefer.

    Job Summary

    Position summary – Summary of major duties and general reporting structure in 2-3 sentences

    The NOC Technician will handle all initial technical support requests. Some requests will be resolved by the NOC Technician and some will be coordinated with other support levels. This will often involve handling multiple support requests at the same time.

    The NOC Technician will monitor all production systems to ensure that they are operating optimally. They will also ensure that documentation is thorough and accurate and that all events are clearly communicated to the appropriate parties.

    The NOC Technician will respond to and coordinate the communication and response around incidents. This will involve speaking with clients, partners, and internal teams.


    Principal duties and responsibilities – List of 6-12 essential responsibilities/duties of the position (limit it to this number)

    • Serve as the primary responder for all production system issues as well as customer complaints, and technical support
    • Thoroughly investigate all customer facing issues as they are reported and provide report prior to escalation of the issue
    • Monitor the progress of events and supply the client, partner, and/or internal teams of appropriate status updates in a timely manner
    • Work with internal teams to resolve complex issues within specified Service Level Agreement (SLA) timeframes.
    • Manage Incident notifications for clients, partners, and internal teams within specified SLA’s
    • Perform basic systems troubleshooting and management coordinating with internal teams as needed
    • Monitor all production systems and proactively address issues
    • Participate in tracking and prioritization of technical support tickets
    • Ensure that all relevant shift events are documented and verbally communicated to the next shift and appropriate parties
    • Monitor and Report on SLA violations
    • Communicate with partners, clients, and internal teams comfortably over the phone, email, or ticketing system using most appropriate medium for the situation
    • Knowledge of Microsoft Office Productivity software required (outlook, word, excel, etc.)
    • Ability to follow established guidelines, policies, and procedures is required
    • Basic network troubleshooting skills recommended (nslookup, telnet, ping, traceroute, etc)



    • A 4-year college degree is recommended, preferably a degree in Computer Science, or another engineering discipline. A high school diploma and 1-2 years of relevant experience may be substituted for the education requirement.
    • 2+ years' experience in a similar technical role is preferred

    Minimum years of work experience: 2-3


    Required skills:
    • Advanced computer networking skills
    • Advanced knowledge and experience with IP troubleshooting, TCP/IP, DNS, ping, traceroute
    • Understanding of COBIT or ITIL practices is highly preferred
    • Strong technical problem solving skills
    • Must be able to communicate professionally in written responses to emails, over the phone, and when submitting reports
    • Must have a strong ability to function well within a team
    • Must be comfortable in a dynamic atmosphere that can be very fast paced at times


    Preferred skills: Network troubleshooting, strong organization and communication skills


    Additional Information

    Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.  


    Nuance Communication Inc.  is an equal opportunity employer.  We evaluate qualified applicants without regard to race, age, color, religion, sex, national origin, disability, veteran status, gender identity, sexual orientation and other legally protected characteristics. The EEO is the Law poster and its supplement is available here. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 781-565-5086 – Human Resources Department and let us know the nature of your request and your contact information.

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