The NOC Technician is part of a NOC team who are responsible for providing 24 x 7 365 infrastructure and applications management, support and monitoring of IT systems. Using IT Operations monitoring and management tools, the analyst will provide technical troubleshooting, oversight, and escalation for complex network, server, and storage incidents.
In this role you will support the NOC, which is made up of Enterprise Applications, Architecture and Infrastructure, with hardware break/fix, vendor interaction, maintenance, and system updates. You will also serve as the Incident Manager for major incidents that require coordination of communications, tracking of issues and escalation to management.
What you'll be doing
Monitor the performance and health of the infrastructure using a variety of tools to identify and determine next steps.
Provide triage or basic troubleshooting to help identify issues by following outlined (SOP) standard operating procedures and escalate appropriately.
Document all actions in accordance with standard company policies and procedures
Maintain ongoing communication during major incidents to keep all stakeholders aware of relevant information and next steps.
Perform basic systems testing and operational tasks (installation of patches, network connectivity testing, script execution, etc.)
Work with internal and external technical and service teams to create and/or update knowledge base articles
Meet daily and monthly performance standards, including MTTR, abandon rates, incident response time, etc. from ServiceNow
Complete and distribute complete transition report to management and incoming shift on a daily basis
Develop and implement changes to processes to ensure continuous process improvement and effective governance.
May occasionally need to lift, carry or move equipment up to 25 pounds
Other duties as assigned.
Skills we're seeking
Must have a High School Diploma at a minimum, Bachelor's Degree is preferred
1+ year of experience working in a NOC, as a NOC Technician, NOC Analyst, etc.
Experience with network troubleshooting
Experience with monitoring systems such as SolarWinds, SCOM, Pingdom, Hostmonitor, etc.
Nice to haves
Certifications: CCA, CCM, CCIE, CompTIA, A+, Network+, Security Plus
Experience working with Cisco products
Experience with VMware/VSphere
Experience with scripting using Batch, VBscript or Powershell