Job Description

POSITION SUMMARY:

As a member of the NOC team, the NOC Engineer will provide system and network operations support in a 24x7 Network Operations Center (NOC). The NOC supports customer networks and infrastructure and is essential in the delivery of the Company’s managed services. The NOC Operations Engineer works collaboratively with the NOC team and with many members of the larger KLH team. This role includes direct customer communication. The NOC Engineer may be required to work the occasional extended shift as needed to support NOC operations.

DUTIES:

• Monitor the health of customer networks.
• Perform daily monitoring and management of the backup environment.
• Create and provide reports for backup and storage environments.
• Develop and exhibit technical subject matter expertise on the assigned backup and storage systems along with associated processes and procedures.
• Understanding of network routing and firewall requirements for Datacenter offsite backup infrastructure.
• Run monthly reports required to support NOC service programs.
• Perform adds/changes/deletes to monitored customer equipment.
• Troubleshoot, remediate, and resolve issues with the customer networks.
• Provide direct support to clients & field technicians when needed or requested by supervisor.
• Escalate or reassign issues as necessary to deliver timely resolution.
• Follow established processes for assessing and prioritizing workflow, including remediation and escalation paths to ensure that issues are dealt with promptly.
• Clearly and concisely communicate with internal and external customers regarding requests, issues, expectations, resolution activities and progress.
• Use the ticketing system to clearly and concisely document requests, issues, and resolutions.
• Performs a combination of project work, service tickets, and program management. Common program areas are security education, end point security architecture, and general remote monitoring & maintenance.
• Contributor to KLH’s 2FA, EDR, Anti-Spam, mail flow, phish, URL content filtering, disk encryption and other security programs.
• Perform a variety of engineering work, including documenting system configurations, perform system installations, troubleshooting network problems, securing network systems, and configuring routing/switching equipment and hosted IP services.
• Monitoring networks and systems for security breaches or intrusions.
• Proficient is writing scripts. Develop automation scripts to deploy software to clients for a variety of projects.
• Document standard operating procedures related to daily duties and NOC programs.
• Perform all duties in accord with the Company’s policies, procedures and customer contracts.

QUALIFICATIONS:

• Knowledge of Backup encryption
• Knowledge of Veeam and other backup software across cloud, virtual and physical environments
• Knowledge of network routing and storage systems
• Experienced with current network environments and operations; physical, virtual and cloud
• Experienced with current Windows server and desktop OS, VMWare, and cloud
• Experienced with network/systems, maps, diagrams, flowcharts, charts, and other documents
• Familiar with network security technologies
• Familiar with using shell scripts to automate routine tasks
• Experienced in the use of MSP tools or other network management and monitoring tools.
• Experienced in the use of industry standard professional services applications
• ­­­­­­­­­­­­­­­­­­­­­­­­­­­­CompTIA A+ education or training
• AS in Computer Science

ATTRIBUTES:

• Superior problem-solving and troubleshooting skills
• High level of customer focus and customer satisfaction
• Excellent communication skills – ability to communicate expectations, status, and key issues effectively to clients and management. Ability to communicate technical topics to non-technical people.
• Energetic self-starter with the ability and ambition to learn and grow in position
• Ability to work independently and meet deliverables with minimal direction
• Strong organizational skills with ability to multitask
• Excellent time management and prioritization skills
• Excellent collaboration and teamwork skills
• Work collaboratively with others to deliver the Company’s services.
• Fluent spoken and written English

Company Description

Be part of a dynamic, growing IT Company! KLH Consulting, Inc., voted one of the best places to work in Sonoma County, is based out of Santa Rosa and has been in business for 42 years. We serve thousands of clients both domestic and international. KLH has had significant growth over the past 10 years and that growth is accelerating due to our focus on excellent customer service. Our business is growing throughout the Small and Medium Business space within a wide range of industry segments -- Wine, Healthcare, Manufacturing, Distribution, Professional Services, Construction and more. KLH is looking for hardworking, intelligent people, interested in new opportunities and with keen desire to be part of a culture of excellence.