Detailed Description
The Data Center Network Operations Center (NOC) Engineer L2+ will provide level 2 NOC monitoring and managed services advanced support on client environments. This role will provide support on data center devices, including storage (NetApp/EMC), servers/OS/apps, hypervisors, and Cisco chassis servers. The Data Center NOC Engineer L2+ will handle incident management, change management, and escalation support. The scope of required support includes but is not limited to the following:
Roles and Responsibilities
- Four-plus years' knowledge and experience in system administration on Microsoft Windows Server operating systems, including configuration and system security.
- Strong understanding of virtualized server environments such as VMware vSphere or Microsoft Hyper-V.
- Must be able to work in the root environment and have the ability to control Windows domain settings through Group Policy Objects in Active Directory.
- Four-plus years' knowledge on storage arrays including EMC/NetApp.
- Four-plus years' experience administering physical server infrastructure. Experience with Cisco Unified Computing System (UCS) preferred.
- Experience with VMware Horizon-based virtual desktop infrastructure (VDI).
- Must be detail-oriented, organized, and conscientious.
- Must possess excellent written and verbal communication skills.
- Requires an ability to identify and implement process improvements.
- Continually learn the newest technologies to maintain subject matter expert status.
- Provide timely response to all data center escalations.
- Ensure appropriate key performance indicators and metrics are monitored on client data center environment.
- Coordinate with vendors for issue escalations or warranty support.
- Ability to articulate complex troubleshooting steps and technical issues to business leaders.
- Develop strong relationships with clients as a trusted technical advisor.
- Develop rapport and strong positive relationships with various individuals within the clients, manufacturers, industry peers, and internal resources.
- Document all actions in accordance with standard company policies and procedures.
- Work with internal and external technical and service teams to create and/or update knowledge base articles.
- Assist Client Success Manager with quality support reporting.
- Effectively deliver training/knowledge sharing/transfer with both technical and non-technical audiences comprised of internal or external staff.
- Other duties, as assigned.
- Maintain a client-first mentality.
Additional Duties
Skills and Experience
- Experience to meet the role responsibilities (usually five-plus years of experience).
- Technical expertise in required technology (Collaboration, Wireless, Enterprise Networking, Security, Data Center, etc.).
- Excellent client management/resolution and problem solving skills.
- Strong communication skills.
- Experience with VAR, consulting, or other equivalent.
Minimum Qualifications/Technical and Educational Requirements
- A bachelor's degree or equivalent work is required. A master's degree is a plus.
- Certifications in solutions Netsync provides is a plus from manufacturers or industry leaders.