Reporting to the NOC Monitoring Manager, the NOC Monitoring Analyst performs technical analysis of system issues and outages as they occur across customer enterprise networks. This individual then performs research to troubleshoot and resolve the issue or, depending upon complexity, escalates the issue to higher-level systems administrators and network engineers. The NOC Analyst is responsible for researching and documenting various mitigation strategies and must maintain current and thorough knowledge of customer technologies and their significance to customer operations. This individual must be able to prioritize remediation of issues in a 24 x 7 environment with critical uptime requirements. The NOC analyst may also perform basic system administration tasks such as network/system troubleshooting, patching operating systems and applications, and executing various scripts.
Responsibilities:
- Management of Science Logic monitoring tool creating power packs, dashboards, reports, and building automation scripts.
- Provide timely response to all incidents, outages, and performance alerts. Categorize issues for escalation to appropriate technical teams
- Recognize, identify, and prioritize incidents in accordance with customer business requirements, organizational policies and operational impact
- Collect and review performance reports for various systems, and report trends in hardware and application performance to assist senior technical personnel to predict future issues or outages
- Monitor a wide variety of information and network systems that include, but are not limited to telecommunications circuits, LAN/WAN systems, routers, switches, firewalls, VoIP systems, servers, storage, backup, operating systems and core applications
- Document all actions in accordance with standard company policies and procedures
- Notify customer and third-party service providers of issues, outages and remediation status
- Work with internal and external technical and service teams to create and/or update knowledge base articles
- Perform basic systems testing and operational tasks (installation of patches, network connectivity testing, script execution, etc.)
- Support multiple technical teams in 24 x 7 environment operational environments with high uptime requirements. Varied shift schedules may include day or evening hours.
- Ability to participate in an on-call rotation.
- Other duties as assigned
Requirements
Qualifications:
- College degree in computer related field.
- A minimum of three years of experience supporting and monitoring network systems, servers or storage in an enterprise environment. Previous NOC experience is strongly preferred.
- Understanding of key network monitoring protocols including SNMP, NetFlow, WMI, syslog, etc.
- Knowledge of server operating systems and Aruba, Cambium, Cisco/Meraki, and Ruckus network devices
- Excellent written, verbal and interpersonal skills
- Strong customer communication skills, with the ability to communicate clearly with customers and technical personnel in high-stress situations
Preferred:
- Basic Microsoft and/or Cisco certifications (CCNA, MCITP, etc.)
- Experience monitoring mixed high-availability network environments
- Broad experience using a variety of monitoring and ticket management tools
- Experience providing remote support using virtual desktop tools
Benefits
- Full Time Position
- Medical
- Dental
- Vision discounts
- Domestic Partner benefits
- 401(K) with a company match
- Voluntary Life/ADamp;D
- Long Term Disability (LTD)
- Employee Assistance Program
- Health and Wellness Program
- Flexible Spending Account
- Holidays - 9 per calendar year
- Paid Time Off (PTO)
- Parental Leave
- Reimbursement Plans