NOC Field Service Engineer

3 hours ago

Colorado Springs, Colorado, United States KLH Consulting, Inc. Full time
Job Overview

KLH Consulting, Inc. is seeking a highly skilled NOC Field Service Engineer to join our team. As a key member of our Network Operations Center, you will provide system and network operations support in a 24x7 environment. This hybrid role combines NOC and field service responsibilities, requiring direct interaction with customers through onsite visits and end-user assistance.

Key Responsibilities:

  • Provide timely and courteous responses to client requests for assistance with their network, desktop, laptop, and mobile devices.
  • Resolve technical problems related to Microsoft Windows environment (Win10, 11, Server & Azure) and perform advanced troubleshooting on mail platforms, browsers settings, Office 365, Active Directory to AzureAD, and common third-party applications.
  • Troubleshoot and resolve a wide range of hardware and software support calls both remotely and onsite.
  • Repair, maintain, upgrade, and document desktop, laptop, and server hardware, software, and peripheral equipment.
  • Assist KLH staff, including Account Managers and Senior Network Engineers, remotely and onsite, and provide direct onsite support to clients and field technicians as needed.
  • Perform daily monitoring and management of KLH managed environments, spending 2 days a week monitoring network performance and analyzing security portals using various tools and dashboards.
  • Run monthly reports required to support NOC service programs.
  • Perform adds/changes/deletes to monitored customer equipment.
  • Troubleshoot, remediate, and resolve issues with customer networks.
  • Follow established processes for assessing and prioritizing workflow, including remediation and escalation paths to ensure that issues are dealt with promptly.
  • Clearly and concisely communicate with internal and external customers regarding requests, issues, expectations, resolution activities, and progress.
  • Use the ticketing system to clearly and concisely document requests, issues, and resolutions.
  • Perform a combination of project work, service tickets, and program management, focusing on security education, endpoint security architecture, and general remote monitoring and maintenance.
  • Contribute to KLH's 2FA, EDR, Anti-Spam, mail flow, phishing, URL content filtering, disk encryption, and other security programs.
  • Perform security assessments of systems and networks within an environment, identifying deviations from acceptable configurations or policy.
  • Monitor networks and systems for security breaches or intrusions.
  • Write reports on the efficacy of current security policies, incident responses, disaster recovery plans, and other security-related information.
  • Participate in a team responsible for detecting and managing cyber-attacks, staying organized to minimize damage, recovery time, and total cost.
  • Perform various engineering work, including documenting system configurations, performing system installations, troubleshooting network problems, securing network systems, and configuring routing/switching equipment and hosted IP services.
  • Develop automation scripts to deploy software to clients for various projects.
  • Document standard operating procedures related to daily duties and NOC programs.
  • Perform all duties in accordance with the Company's policies, procedures, and customer contracts.
  • Occasional on-call responsibilities.
  • Valid driver's license, reliable automobile, and current automobile insurance policy.

Requirements:

  • Knowledge of backup encryption.
  • Knowledge of Veeam and other backup software across cloud, virtual, and physical environments.
  • Knowledge of network routing and storage systems.
  • Experience with current network environments and operations; physical, virtual, and cloud.
  • Experience with current Windows server and desktop OS, VMWare, and cloud.
  • Experience with network/systems, maps, diagrams, flowcharts, charts, and other documents.
  • Familiarity with network security technologies.
  • Familiarity with using shell scripts to automate routine tasks.
  • Experience in the use of MSP tools or other network management and monitoring tools.
  • Experience in the use of industry-standard professional services applications.
  • CompTIA A+ education or training.
  • AS in Computer Science.

Attributes:

  • Superior problem-solving and troubleshooting skills.
  • High level of customer focus and customer satisfaction.
  • Excellent communication skills – ability to communicate expectations, status, and key issues effectively to clients and management. Ability to communicate technical topics to non-technical people.
  • Energetic self-starter with the ability and ambition to learn and grow in position.
  • Ability to work independently and meet deliverables with minimal direction.
  • Strong organizational skills with ability to multitask.
  • Excellent time management and prioritization skills.
  • Excellent collaboration and teamwork skills.
  • Work collaboratively with others to deliver the Company's services.
  • Fluent spoken and written English.

Other Relevant Experience:

This job description reflects the present requirements of the position. As duties and responsibilities change and develop, the job description will be reviewed and be subject to amendment.

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