NOC Analyst I- Rotating Shift
PCM, Inc - Roswell, GA

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Job Summary:

The NOC Analyst works within the Network Operations Center with the primary role as a Backup Administrator. Primary responsibilities include backup job administration, backup reporting, and tape rotation/handling. Secondary responsibilities include receiving, acknowledging, and ticketing service issues, problems, and requests. This person identifies issues by preventative checks and automated system/device alerts as defined by company and Customer Service Level Agreements (SLA.) The NOC Analyst 1 is responsible for initial, scripted troubleshooting, and then accurately escalating and dispatching to the appropriate level resources, customers, and/or managers. This resource also maintains accurate ticket and technical documentation and executes maintenance and administrative activities on regular schedules.

Essential Duties:

Other duties may be assigned. These duties are representative of the duties and skills required, but all personnel may be required to perform duties outside of the normal responsibilities from time to time, as needed.

· Backup and tape rotation administration and coordination with third-party vendor (including AS/400 and Intel backup systems)

· First point of customer contact and point of resolution for all customer managed system, service, and device failures and alerts

· Utilize all available internal and vendor resources to identify and resolve issues within established & contracted Service Level Agreements and expectations

· Complete scheduled maintenance, management and administration activities on systems, network devices, and infrastructure to include:

o Daily preventative maintenance checks and services

o Moves, Adds, Changes, Deletes (MACD) on systems, application, and infrastructure services

· Coordinate with NOC Level 2 and Engineering Level 3 for issue escalation

· Help identify recurring backup issues; Interpret and identify performance trends

· Provide NOC and/or Support Desk Analyst services during schedule gaps

· Data Center and premise security monitoring via console

· Assist and monitor activities of any users conducting business in any of the Data Centers

· Provide direct communication to affected users and companies on outages and maintenance activities

· Maintain detailed notes within company systems on all issue resolution activities

· Maintain customer technical information within defined documentation standards

· Obtain/maintain technical/professional certifications applicable to position as directed by manager

· Use monitoring, alerting, and ticketing systems according to company practices and documentation

· Maintain detailed Case notes / resolution notes per company systems and practices

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Working knowledge of AS/400 tape operations and BRMS
  • Basic knowledge of Windows backup systems (Backup Exec or other backup program)
· Basic Knowledge / Familiarity with Monitoring and Ticketing Systems and concepts

· Basic trouble-shooting and problem resolution of Information Technology issues, including troubleshooting of remote servers, remote networks, remote desktops, etc.

· Dependable and eager to learn cutting edge technologies
  • Ability to work on multiple concurrent assignments
  • Strong self-motivation and the ability to work with minimal supervision
  • Ability to establish and maintain client relationships with a customer service perspective that is professional, courteous and effective with a diverse group of systems users
  • Acquire and maintain business knowledge for client areas, as assigned
  • Ability to interact with application and hardware vendors when required to resolve system issues
  • Ability to build and maintain solid working relationships by working cooperatively with team members, and other groups/organizations as appropriate
  • Attention to detail and the ability to apply knowledge to identify and resolve day to day problems related to the Data Center operations
  • Ability to clearly and effectively document problem situations, resolve tickets, and shift turnover logs
  • Ability to maintain effective working relationships and communication in a team environment
· Ability to maintain a professional attitude with good customer service skills

  • Basic knowledge of computers, software and hardware components, networks and their protocols and ability to trouble-shoot same
· Basic Knowledge of PC and Desktop Support is essential (Windows XP, Vista, 7)

· Basic Knowledge of Server Troubleshooting and Commands (Windows Server 2000, 2003, 2008)

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