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NOC Shift Supervisor II

2 months ago

Chantilly, Virginia, United States Red River Full time
About the Role

We are seeking a highly skilled and experienced NOC Shift Supervisor II to join our team at Red River. As a pivotal member of our Network Operations Center (NOC), you will be responsible for leading a team of NOC engineers and Help Desk Technicians, ensuring the team's adherence to goals and performance objectives, and enhancing and achieving Service Level Agreements (SLAs).

Key Responsibilities
  • Supervise and lead a team of NOC engineers and Help Desk Technicians.
  • Monitor and ensure the team's adherence to goals and performance objectives.
  • Enhance and achieve Service Level Agreements (SLAs).
  • Develop internal talent and refine training processes.
  • Offer coaching and actionable feedback to team members.
  • Escalate and maintain high-level communication with both customers and management.
  • Manage the attendance of NOC engineers (check-in/check-out times).
  • Identify areas for improvement and develop corresponding growth plans.
  • Oversee the overall performance and reliability of the local NOC team by establishing and implementing technical and operational standards aligned with NOC core functions (Incident Management, Service Assurance, Change Management, and Reporting & Analysis).
  • Manage operations for 3 to 6 level-I geographically dispersed NOC engineers in a 24x7x365 environment, providing incident, change, and problem resolution for 300+ clients in a Managed Services environment.
  • Maintain a wide array of performance metrics and KPIs related to service delivery.
  • Continuously update and uphold standards and documentation as products and technologies evolve.
Requirements
  • Proficiency in administering and maintaining Windows Server 2008 and above.
  • Advanced knowledge of supporting/managing desktop operating systems.
  • Experience in Email Administration, including high-level user management such as configuring new accounts, password resets, and troubleshooting user login, profile, and permission issues.
  • Familiarity with basic virtualization Administration, including tasks like rebooting virtual machines, resource allocation, and possessing basic architecture knowledge.
  • Strong experience and proficiency in domain functionality and knowledge of Active Directory services, Group Policy, DNS, DHCP.
  • Exceptional ability to troubleshoot issues related to Windows and Mac OS at hardware and software levels.
  • Proficiency in troubleshooting Remote Desktop Services and VPN (SSL and IPSec).
  • Intermediate knowledge of Backup Solutions.
  • Intermediate understanding and troubleshooting capability with common remote solutions such as RDP and Azure WVD.
  • Basic understanding of core network components.
Preferred Qualifications
  • Bachelor's degree desired.
  • Required certifications: CompTIA A+, Network+, CCNA, AWS Solutions Architect Associate, Azure Administrator, and Office 365 Fundamentals.
What We Offer

Red River offers a competitive salary, excellent benefits, and an exceptional work environment. If you are ready to join a growing company, please submit your resume and cover letter (optional).

Red River is an equal opportunity employer and makes employment decisions based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity or expression, marital status, age, family medical history or genetic information, disability, past or present military service, or any other characteristics protected under the laws applicable in the locations where Red River operates.