This is a 24x7 operation which the NOC staff is primarily responsible for network monitoring and incident/problem management and resolution. The incumbent will be responsible for proactive and reactive problem resolution. They will assess impact and urgency of alerts, coordinate and communicate the appropriate response through a ticketing system and engage the appropriate support teams, bridge support call and then close the ticket once resolved. The Network Operations Analyst is responsible for monitoring systems to ensure that devices are meeting expectations, report findings and takes ownership of first contact and tier 2 issues. The Network Operations Analyst will also coordinate technical direction with staff to ensure that standards and procedures are followed. The Network Operations Analyst will need to interact and cooperate with other internal support groups to facilitate resolution of user problems. The Network Operations Analyst will also need to respond to escalated issues and provide support for networking technologies such as routers/switches/hubs, firewalls, and TCP/IP protocols. The Network Operations Analyst will have the responsibility and authority to dispatch field technicians and/or contracted vendors when necessary and follow through to a timely resolution. The position will be expected to interact heavily with various customers using phone, chat or email to promptly resolve issues ensuring customer satisfaction.
Works directly with clients, internal staff and third party vendors to monitor, maintain and troubleshoot customers' IT environments.
Handles calls directly with clients, primarily from client IT staff and executives
Assists on calls escalated from Tier I support staff
Reports to NOC management on status of calls
Provides timely, accurate and detailed feedback on problem status and resolution
Reviews system logs and reports to review alerts, customer problems and issues
Performs remote managements of client devices, including configuration changes, patching and upgrades and other requested services
Perform triage and break/fix to resolve complicated issues reported by customers or via proactive monitoring solution; responds to customer inquiries and problems and initiates customer communications when appropriate
Provide when needed leadership and management bridges to NOC Technicians during outages and provide management oversight during network events/outages.
Respond to network activities as required, which will include supporting Service Level Agreement (SLA) commitments between network operations and internal/external customers
Initiate communications between the NOC and (i) internal groups, (ii) external vendors, (iii) customers, and (iv) third party carrier/partners
Manage incident, problem, and change tickets in accordance with NOC change management guidelines and procedures
Provide input and feedback to management during test and acceptance for the use and optimization of NOC management applications/tools
Provide quality, timely, and accurate end-to-end support for any issues within defined areas of responsibility, including but not limited to phone, email and instant message (IM) contacts; document/track incidents in the ticketing system
Document problems by accurately and completely recording relevant information in technical logs and trouble ticketing system, including diagnostic results, multiple product correlation, and escalation and repair performance information
Properly follows escalation procedures when outage events and/or impairments are not resolved in the prescribed amount of time
Research, recommend, implement and manage industry standard monitoring software.
Familiar with Exchange Server 2010
A very strong work ethic with the ability to work through an entire multi layer problem resolution process
Excellent communication skills, with emphasis on phone support
Advanced network operation center customer support skills
Familiar with network monitoring tools and their application
Assist with equipment staging and installation cutover when appropriate
CCNA a plus
Ability to work individually and also within a team environment
A BS in Engineering, Electrical Engineering, Computer Science or equivalent work (3-5 years) experience in a Network data center or operations center environment
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required by the employee. Position will be required to perform other duties as requested, directed or assigned.
Scientel Solutions is a diverse networking integration company supporting the dynamic and sophisticated needs of the communications industry. Headquartered in Lombard, Illinois, with other offices in Texas, New Jersey, and Hawaii, Scientel is your source for providing multi-site wireless communication systems to the private and public community. Our innovative team deploys secure solutions that increase communications, reduce overall costs and improve the ability to service our customers.
Location/Region: Plano, TX (US)