Network Operations Center

Job Purpose:

NOC Engineer II will provide second level technical support and services and is responsible for analyzing, installing, configuring, maintaining and repairing network infrastructure and application components. Responsibilities also entail support for IT Service Management technological equipment and software including but not limited to: workstations, servers, printers, and vendor specific hardware and software especially where related to network connectivity.

This position is responsible for leading the Network Operation Center (NOC) support, service operations, quality control, maximized performance resolution, hardware and software installation and maintain within Service level Agreements to ensure services and support are being met and delivered in a consistent manner to clients. The NOC Engineer I is also responsible for the proactive monitoring, hardware and software trending, scheduling follow-ups, reporting and registering of incidents/requests communicated by the clients.

Accountabilities and Responsibilities:

• Responsible for resolving and supporting within the NOC via remote control solutions and on-site client support of low/medium complexity incidents (pertaining to but not limited to: WAN and LAN connectivity, routers, firewalls, and security) as well as service requests, perform escalations, generate daily tickets for the services and support provided.
• Support disaster recovery solutions and executes Severity/Crisis Management process with communication to IT department, and other departments including management, vendors and clients during a planned or unplanned outage.
• Informs management and key client personnel of operational and procedural deficiencies when encountered during shifts or from problem management issues.
• Performs remote access solution implementation and support (VPN, Terminal Services, and Citrix), remote monitoring and management of system alerts/notifications, proactive services and support by investigating, tracking, monitoring and document all departments/sites for nonfunctioning devices, perform repairs and routine maintenance of hardware and software, scheduling and documenting all support activities, completion of ticket registering daily which includes the following but not limited to escalations, resolutions and departmental/customer follow ups.
• Provides support on escalated client communications and ensures a rapid decision response, perform investigative analysis while providing accurate, thorough answers in a timely manner to customer inquiries.
• Interface with client’s executives, technical representatives, other technology services department/personnel, CLIENT partners, and all levels of CLIENT employees to ensure that operational procedures, accurate escalation processes, timely document registration within CLIENT’s Professional Service Automation (PSA) tool and status updates are performed and streamline workflow is maintained to ensure customer satisfaction.
• Works with clients/vendors to resolve technical problems in the most effective and expeditious manner, collaborate to implement practices to improve operations.
• Collaborates with management in the implementation of programs incorporating changes to methods, systems and procedures.
• Participate in discovery sessions with prospects and customers to gather and understand their technical and functional requirements.
• Maintain satisfactory consistent resolution of customer service level agreements and improve customer service, perception, and satisfaction
• Work with the Service Desk Dispatcher to ensure requests are routed/escalated to the proper resource in a consistent manner
• Responsible for entering all work as service tickets, time and expenses in CLIENT’s Professional Service Automation (PSA) tool
• Design and deploy company LANs, WANs, and wireless networks, including servers, routers, firewalls, load balancers hubs, switches, UPSs, and other hardware
• Configure, tests, and maintains LAN/WAN equipment and related services
• Identifies, diagnoses, and resolves network problems
• Architecting, creating, managing and maintaining Network, Server and PC health for clients (as defined by SLA)
• Managing existing and deploying new system configurations, including Windows Server, Virtualization Systems, Mobile Devices, Mobile Platforms and Desktops (Windows and MAC)
• Provide formal corporate communications on directional changes or changes that will impact existing services
• Select and implement security tools, policies, and procedures in conjunction with the company’s security team
• Monitor and maintain all levels of network security internally and externally
• Create and maintain comprehensive documentation for all implemented networks

Education/Experience:

• Bachelor’s degree or equivalent combination of education and experience in Information Technology, Computer Science or related field
• 5+ years of working knowledge and diagnosis skills of Hardware/Software such as: Laptops and Desktops Computer Networking, Network Printers, Scanners, Ethernet, LAN/WAN, AD, DNS, Microsoft Office Applications, Citrix, Internet Protocols, Wireless Networking Protocols, Ticketing Systems, and VoIP Phone system. 5 years’ experience in a technical support role with troubleshooting and customer support skills.
• 4-5 years experience in a Network Operations center or equivalent role
• Certifications: Network+, Security+, CCNA, Fortinet NSE 1-3, O365 Fundamentals, Azure Fundamentals, Vmware VCTA a plus
• Excellent organizational and time management skills
• Analytical, data driven problem solver

Required Knowledge, Skills, & Abilities:

• Core Network Engineer Skills:
• General: IOS layer, DHCP, DNS, TCP\IP, UDP, FTP, SFTP, ICMP
• Routing: Routing protocols including Static, RIP, EIGRP
• Switching: L2 switching, VLAN, VTP, RSTP, Port security
• Wireless: Wireless Technologies
• Firewal/Security: NAT, Access lists, Cisco ASDM, Fail over and Load balancing
• VOICE: Call Manager Express
• Maintenance: IOS upgrades

• Core Systems Engineer Skills:
• General: Windows, AD, DHCP, DNS,Office 365, Virtulaization, wireless, TCP\IP, IOS layer
• Virtualization: Vmware (Preferred), Azure
• Cloud Technologies: Azure, AWS
• Operating Systems: Windows Server, IOS
• Mail Technologies: Exchange, Office 365 (Including Teams)
• Storage: Nimble, Dell EMC
• Backups Technologies: Veeam, Rubrick, Azure backups, Carbonite, Datto

• Knowledge of ITIL best practices pertaining to Incident Management, Problem Management, Change Management, Asset Management and Service Level Management.
• Ability to prioritize tasks and complete assignments within an estimated time frame. Action-orientated, self-motivated with ability to multi-task and adapt to changes quickly with service awareness of all organization’s key IT services for which support is being provided
• Understand processes in CLIENT’s Professional Service Automation (PSA) tool by completing assigned training materials
• Ability to be a team player when working in a team and communicate effectively
• Ability to engage with customers onsite via our Co-IT Managed Services offerings, Special Response Team and be available for on call support when scheduled
• Ability to work with wireless mobile devices (Apple IOS and Android) and Audio/Video conferencing equipment
• Ability to execute Managed Services functions as needed on a rotational shift.