NOC Engineer

The Senior NOC Engineer works with limited direct supervision and guidance of the NOC shift manager. This position requires the ability to be a key stakeholder in incident response, troubleshooting, network planning and procedures development. The Senior NOC Engineer is responsible for system network and design expertise, for conducting high level systems analysis, planning, and coordinating installations and deployments. Responsibilities also include ensuring backup and recovery systems are operational, and for identifying problem areas including but not limited to network, infrastructure, and servers. The Senior NOC Engineer identifies ways to enhance and improve existing systems, determine cost benefits, and recommend solutions. As a senior team member, the Senior NOC Engineer mentors lower skilled NOC Agents.

Maintains and expands customer relationships through: Understanding of how to deliver quality service while adhering to service level agreements (SLAs) in a fast-paced environment. Understands the importance of regular follow up and status updates to customer and management for outages and escalations through issue resolution. Developing documentation including user guides, admin guides, knowledge base articles, FAQs, quick reference guides. Providing technical firewall, server, and networking recommendations. Demonstrating continuous improvement. Participating in strategy planning discussions with technical, business, and client partners. Escalating issues effectively to management, SMEs, manufacturers, software publishers, etc. to ensure timely resolution of customer outages and issues. Continually assesses, refines, and implements managed services processes and procedures by Monitoring incident request systems and takes ownership of L3+ requests in accordance with SOPs

Working effectively in a collaborative and innovative team-oriented environment. Providing technical support for all shifts. Developing standard operating procedures for use across the Lifecycle and Managed Services business as needed and maintains existing processes. Understanding the importance of keeping detailed documentation on troubleshooting steps, results, recommendations, and next steps within the system of record (i.e., ServiceNow)

Supports customers through: Familiarity with working from a ticketing system as part of a larger team. Clearly communicating and following expectations of all firewalls, server, and networking engineering tasks. Conducting network audits. Providing solutions when encountering unfamiliar technologies, applications, and situations, figuring them out, and providing solutions that match both our clients' and our company's needs. Creating and performing network testing (regression, functionality, and performance). Expert understanding of networking principals (IP addressing, subnets, routing, and switching). Providing an expert level of OS troubleshooting in Windows environments. Strong knowledge of delivering support in a Microsoft client/server environment. Expert understanding of Active Directory, DNS and DHCP. Strong knowledge of antivirus, backups, and VMware/Hyper-V virtualization. Expert understanding of desktop and server operating systems. Fundamental understanding of Microsoft Endpoint Manager/Intune and/or other patching methodology