NOC Supervisor

NOC Management provides daily oversight and leadership support to the Network Operations Center. This includes scheduling staff for a 24x7 NOC, accountability for employee and customer experience, meeting SLA(s), measuring performance, and monthly departmental KPI reporting. The schedule is B Shift with on-call requirements.

 ESSENTIAL DUTIES AND RESPONSIBILITIES:

Manage employee resources and staffing including interviewing, hiring, performance appraisals, training needs, etc.Oversee day-to-day fault and performance management activities ensuring prompt network analysis, testing and corrective actions during network events to provide the highest quality service and maximum service availability for our internal network as well as our customers.Oversee repair activities including incident and root cause analysis during service impacting events, keeping the executive management team well-informed of status and customer impact.Follow strict escalation policies and procedures as needed for service impacting events. Verify all escalated problems are followed up to resolution.Participates in customer engagement meetings as needed to address Repair related topics. This includes participation in weekly, monthly or quarterly business reviews with select customers.Develops customized and automated customer-facing reports within our ticketing system. In some cases, ticket analysis may be required to share performance trends with the customer. The reports and ticket analysis may require on-site and/or virtual meetings with the customer to review.Works with team members to create, review and improve standard operating procedures with the goal of improving the customer experience and gaining operation efficiencies.Provides guidance to a technical support staff to ensure issues are being worked as efficiently and accurately as possible.Responsible for queue management during assigned shift, including prompt escalation and engagement with supporting departments such as Tier 2, Tier 3, Field Operations and Facilities.Supplementing NOC Staff as needed by participating in phone, email, or ticket queue.

QUALIFICATIONS, KNOWLEDGE, and SKILLS:

Must present foundational networking knowledge, equivalent to the CCNA curriculum.Excellent written, verbal and interpersonal skillsStrong organizational and prioritization skillsStrong critical thinking, analytic and problem-solving skillsStrong report generation skillsAbility to multi-task, prioritize and work in a fast-paced environment.

EDUCATION and/or EXPERIENCE:

Bachelor’s degree or equivalent work experience3-5 years of relevant telecommunications/technical customer engagement experiencePrevious Technical Support experience, managing trouble tickets and repair escalations

CERTIFICATES, LICENSES, REGISTRATIONS:

Associate level technical certifications are a plus. 

FirstLight is a premier Managed Service Provider that offers fully managed technology solutions and data center services.

We are expanding our Somerville, MA engineering team and are looking for technology professionals with 4+ years of experience supporting critical IT infrastructures and customers. 

The right candidate will be part of a tight knit, customer focused, and highly collaborative team that emphasizes knowledge sharing and skills development. 

Primary Responsibilities

Support of new and existing mixed VMware, Microsoft, and Linux managed environments through monitoring and tickets. Troubleshoot Tier 1 and 2 events for managed VMware, Microsoft, and storage environmentsPerform cloud backups, patching, and participate in disaster recovery testing. Participate in customer projects, including onboarding and offboardingContribute to excellent customer service, communication, process support, and accountability

Required Technology Skills

Minimum 4+ years of hands-on experience with support of mixed Microsoft and Linux environments with the following technologies.

VMware 7/8Microsoft server and ADClustering, replication, and high-availability technologiesHigh-performance storageEnterprise systems and securityStorage networksAcronis, Veeam, Zerto backup and disaster recovery technologiesApplication firewalls and load balancersIP networks, VLANs, subnetting, and common network protocolsMSSQL environmentsLinux LAMPIIS, ApacheDisaster Recovery

Required Functioning

Detail oriented with excellent organizational skills combined with strong written and oral communication skillsIndependent self-starter who is able to successfully complete job functions with minimal supervisionReliable and a responsible team player (documentation, mentoring, and collaboration)Strong desire to learn new skills and apply knowledge to solve unique challenges and improve the team.Providing excellent service while interacting with customers

Certification and Education

VMware VCP or VCAPMicrosoft MCSA server 2016BA/ BS in relevant subject preferred but not required.

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