NOC Technician

Position Description: This is an entry level position with our Network Operation Center. NOC Technicians provide monitoring services for all State of Alabama LAN/WAN data circuits. Monitor communications networks and equipment, and other systems to recognize alarms, alerts and faults, and respond to the observed problems so that service or equipment faults are reported immediately following standard Infrastructure Monitoring and Management procedures. This position is responsible for maintaining professional and creditable relationships with network vendors, state agencies, and OIT personnel to enhance customer service and facilitate problem resolution. Creates and updates information in ServiceNow application such as incidents, requests, problems, configuration items, change requests, knowledge documents, to provide scheduling, remediation, resolution information and/or status updates in a timely and accurate manner. Follow-up via phone and/or in-person conversation with all customers of assigned tickets before ticket is resolved to ensure client satisfaction with resolution. Provides technical support using CA Spectrum, CA Performance Center, Solar Winds, TruView, Splunk and ServiceNow.

Skills Required: Learner/entry level role. 6-12 months knowledge and/or experience with LAN/WAN maintenance and support. 6-12 months call center/service desk experience. Good customer service skills. Experience and/or knowledge of voice and data circuits including troubleshooting and research. Experience and/or knowledge of incident ticketing systems (Service Now, Remedy, etc.).

Skills Preferred:

Experience Required: Typically has 6 -12 months of IT work experience or college equivalent coursework in infrastructure/network environments.

Experience Preferred:

Education Required: High School Diploma or GED.

Education Preferred: Some college and/or Associates Degree in an IT field.

Additional Information: This position will convert to the merit system. Currently budgeted 6 months. This will be up for renewal at each fiscal year end. In person interviews will be conducted. Will be required to work on Federal and State holidays. Will train on day shift from 8AM to 4PM then switch to 3rd shift. Will work alternating (every 3rd) weekends. An example of the schedule/shift: M - 12am-8am T - 12am-8am W - 12am-8am TH - 12am-8am F - 12am-8am S - S M - 12am-8am T - 12am-8am W - 12am-8am TH - 12am-8am F - 12am-8am S - S M - 12am-8am T - 12am-8am W - 12am-8am TH - 12am-8am F - 12am-8am S -12am-8am S - 12am-8am M - 12am-8am T - 12am-8am W - 12am-8am T - F - S - S Position is onsite, full time in Montgomery, AL. NO remote work will be considered. Looking to move quickly on this position. -Please direct all questions to Acro PM.

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