NOC Analyst

AccountabilITis looking for a NOC Analyst to join our team in Scottsdale, AZ or Little Rock, AR. TheNOC Analyst handles alerting of network, server, storage and active directoryrelated problems and works to resolve them. They analyze the problem and,depending on problem complexity and resolution time constraints, either solvesit or seeks help. The NOC Analyst utilizes support from technical expertswithin the organization and third parties, as required, to resolve a problem.The NOC Analyst takes responsibility for handling incidents and following themthrough completion or escalation. Upon successful resolution, he/she finalizesthe task according to company policies for incident management. Job duties alsoinclude recording the problems encountered and techniques used to solve it forfuture reference. NOTE: This position also will include shift differential pay on top of hourly rate, based upon shift and candidate will need to be flexible for nights or weekends.

EssentialFunctions:

• Delivers superior customer experience by responding to Service Requests according to established service level agreements in a timely, accurate and professional manner
• Responsible for communicating with end-users regarding incident updates, phone calls and/or email notification
• Follows standard call tracking, special instructions and other documented processes and procedures and logs all work performed in a highly detailed and readily reviewable manner in the incident tracking system
• Sets end-user expectation regarding the type and timeliness of service to be provided
• Responsible for meeting individual and departmental metric goals with regards to incidents and phone support requests
• Assists and/or consults with tiered support escalation members to achieve company defined Service Level Agreements or SLAs
• Must be able to work flexible hours as needed

• Minimum 2-year Associates degree or relevant certifications
• 1+ years of production experience in a Network Operations Center
• Microsoft Windows Server and Active Directory support experience
• Experience in the use of VMWare, Hypervisor and other virtualization technologies
• Provide Cisco and Fortinet network hardware appliance support including switches, routers and firewalls
• Experience with use of ticketing systems such as Autotask or ServiceNow
• Experience in the use of network management software (HP SIM, Dell OpenManage, Microsoft System Center, SolarWinds Orion)
• Provide Microsoft Exchange support
• Provide thin client technology support (Citrix and Microsoft Remote Desktop Web Access)
• Provides fundamental information technology/systems support and serves as "front line" response to customers via phone, email, and remote connectivity assistance

• Microsoft MCP or Cisco CCNA certification preferred
• Must be available to work a flexible shift schedule
• Demonstrate ability to diagnose and troubleshoot problems in an effective manner
• Be highly motivated
• Demonstrate excellent interpersonal skills
• A positive professional attitude with strong background in customer service is a must
• Excellent interpersonal and communications skills (verbal and written)

• Ability to effectively multi-task and adapt to a fast pace and continuously changing environment is required
• Demonstrate ability to follow, capture, and document all relevant details pertaining to a support issue
• Ability to think outside the box when diagnosing and troubleshooting issues where documentation may not readily exist
• Handling all calls and requests with high emphasis on a friendly, professional customer-service attitude