The network operations center (NOC) technician monitors first-level support for all events and incidents occurring in the production network infrastructure. This position is responsible for responding to user reports of application outages, monitoring system events, and automated job processing, and escalating to the appropriate IT teams based on defined procedures. The NOC technician is also responsible for response to trouble tickets, including troubleshooting system issues and application outages prior to escalation, and response to Service Desk tickets. The NOC Technician responds to telephone calls, email, and self-service requests for technical support. He or she is also responsible for response to escalations from all third-party partners and vendors to ensure prompt internal escalation as appropriate.
Monitor system events/alerts and incident reports to ensure maximum service uptime.
Serve as a first-level escalation point for all system-generated events/alerts and user-generated incidents and escalate them to appropriate IT team based on defined procedures.
Troubleshoot, diagnose, and resolve level 1 hardware and software issues for end users.
Troubleshoot and gather critical information for system events/alerts and incident reports in order to ensure prompt investigation following escalations to Tier 2 and Tier 3 support groups.
Provide reporting on key system and application availability metrics as well as escalations.
Configure, troubleshoot, and support VPN service, clients, and remote RDC access.
Perform administrative duties such as password resets, account creation, antivirus runs, Windows updates, etc.
Receive and compile support requests by phone, e-mail, and ticketing systems.
Continually expand technical knowledge.
Apply understanding and knowledge of information systems products and service to assist internal users.
Recognize, research, isolate, and resolve information systems problems.
Coordinate escalations to appropriate technical, professional, or service personnel for appropriate services, repairs, training, and follow-up.
Work a rotating schedule including evenings, overnight, and weekends.
Education and Experience:
1-3 years’ hands-on NOC experience in a large Microsoft environment.
Experience with standard systems administration for Windows servers, including understanding services, permissions, basic troubleshooting, installing software, and performing system updates.
Working knowledge and/or experience working with virtual machines and hosts.
Able to apply a systematic approach to troubleshooting and problem solving.
Communicates clearly and in an understandable manner with a wide range of people such as managers, customers, and vendors.
Experience with VOIP desktop client support and administration.
Demonstrated analytical and problem-solving skills, and the ability to organize and prioritize several projects and tasks at one time.
Knowledge in the following technical disciplines desired: tiered distributed systems architecture, IP networks, understanding of industry standard network topologies, strong troubleshooting capacity for network and server systems.
Must be detail-oriented, security conscious, and proficient in troubleshooting.
Strong knowledge of desktop support tools as well as the entire Microsoft Office suite.
Ability to work and communicate effectively in a team environment.
Must be punctual and dependable.
Takes ownership of decisions, actions, challenges, and solutions.
Applies keen problem-solving skills to implementing cost-effective solutions.
Demonstrates refined written and verbal communication skills, fosters open communications, listens effectively, and builds strong partnership networks that result in consistent forward momentum.
Skilled at solving challenges in a directed, methodical manner and analyzes the current issue to envision creative solutions.
Takes initiative to complete critical tasks, especially in team settings with dependencies on other people.
Works effectively in the face of stress, ambiguity, difficult situations, and shifting priorities.
Steps outside of “comfort zone” to tackle new issues/challenges in an aggressive manner; deals well with ambiguity in a fast-paced, cutting-edge, and entrepreneurial environment.
Challenges the status quo to generate new ideas and implements unique solutions to fix challenging problems.
Collaborates and openly seeks and shares information across teams and departments.
Has a solid background in his or her technical field and continually augments experience and skills with the latest research results and techniques.
Demonstrates a bold commitment to the total alignment of actions, words, and professional beliefs.