Detailed Description
Description:The Network Operations Center (NOC) Analyst I is responsible for monitoring and responding to infrastructure alerts and events across Netsync's entire client base. As a member of the NOC, the NOC Analyst I monitors the health of the infrastructure and makes timely decisions to ensure optimal network performance and organizational productivity. The NOC Analyst I is responsible for timely escalations to support groups to quickly and efficiently restore services when outages occur.
Responsibilities
- 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 client 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, Voice over IP (VoIP) systems, servers, storage, backup, operating systems, and core applications.
- Document all actions in accordance with standard company policies and procedures.
- Notify clients 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 operational environments with high uptime requirements; varied shift schedules may include day or evening hours.
- Other duties as assigned.
Skills and Experience:
- Proven ability to troubleshoot and resolve technical issues.
- Ability to react quickly and professionally in stressful situations.
- Superior multitasking skills in stressful situations.
- An attitude that puts a sense of urgency around restoring customer services.
- Technical diploma, entry level certifications (server/network focused), or pursuing post-secondary degree.
- Ability and flexible to work with a second/third shift to facilitate 24×7 coverage.
- ITIL Foundations considered an asset.
- Consistently seeks to develop self and skills needed to be prepared for future opportunities; commitment to continuous process improvement.
- Must perform well in high-energy, dynamic, and team-oriented environments.
- Excellent interpersonal skills with the ability to establish working relationships with individuals at varying levels within the organization.
- Demonstrated integrity within a professional environment.
- Must possess effective verbal and written communication skills.
- Two-plus years' proven experience in a NOC or Service Desk position.
- Bachelor's degree, or in lieu of degree, equivalent education, training, and work-related experience.
- Cisco Certified Network Associate (CCNA) Routing and Switching is required.
- CCNA Collaboration is required.
- High degree of initiative, mature judgment, and discretion.
- Experience working with an enterprise ticketing system.
Minimum Qualifications/Technical and Education Requirements::
- •Cisco Certified Network Professional (CCNP) Routing and Switching is a plus.
- •Active Directory (AD) knowledge is a plus.
- •Background in IT system monitoring and alerting, as well as, incident management.
- •Strong background in IT system monitoring and alerting, as well as incident management.
- •Knowledge of various monitoring tools (LogicMonitor, Virima/EcosystemManager) is a plus.
Netsync Network Solutions is a HUB-certified, minority-owned, value-added reseller (VAR), specializing in collaboration and unified communications, data center and cloud, network infrastructure, wireless and mobility, physical and network security, end-user computing and VDI, optical/WAN, managed services and staffing solutions.
Great reasons to join our team:
Medical, Dental, Vision, Paid and Vol Life insurance, 401K match, STD/LTD benefits, Referral bonuses, Training allowances, Supplier Discounts, PTO, Paid holidays, Cell Phone (for qualifying positions).