IT Operations Center Analyst

About the role

The Network Operation Center (NOC) has three main roles:

• To ensure maximum possible service availability and performance;
• To provision customer network services on core equipment;
• To provide support services for Engineering and other technical teams.

These result in a highly diverse range of duties for the NOC. Analysts are required to fulfill them in a timely, cooperative, and professional manner. As part of a 24x7x365 team, you will use automation and tools, enhancing processes to monitor, manage, and administer network(s), infrastructure, and/or applications in a repeatable, standardized, and efficient manner. You will rapidly identify and execute real-time actions to achieve return to service, perform root cause analysis, and implement corrective measures to prevent future occurrences. You will work with our Service Desk and engineering teams to proactively manage and escalate problems within the network.

Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence as these values guide everyday actions with patients, customers, and one another. In addition, all employees are expected to demonstrate the core Success Factors: Instill Trust and Value Differences, Patient and Community Focus, and Collaborate.

Responsibilities

• Works closely with the Service Desk Manager and NOC Lead.
• Proactively monitors and maintains network, infrastructure, and applications adhering to established guidelines.
• Monitors and documents key performance metrics.
• Troubleshoots network, infrastructure, server, or application issues, identifies root cause, establishes return to service, evaluates/develops/implements/documents mitigation strategies.
• Identifies and proactively seeks opportunities to implement process improvements, maintain technical diagrams, and procedures.
• Provides high technical level support for problem resolution of network systems and mission-critical clinical and business applications using troubleshooting techniques. If necessary, confers with vendors and/or application analysts or assigns to Network Technician for a site visit.
• Provides level two analysis and customer support for all support areas.
• Provides customer phone support, resolves technical issues, logs, and escalates calls as appropriate.
• Answers incoming calls in a professional, friendly, and timely manner.
• Closes incidents and requests in a timely manner within SLA and follows up with all end users to ensure customer satisfaction.
• Follows all processes and procedures and utilizes knowledge articles to handle all customer incidents and requests.
• Other duties as assigned.

Requirements

Basic Knowledge:

• High school diploma/GED required.
• 2 or more years’ experience in a technical capacity supporting a network, infrastructure, or application configuration.
• Experience installing, maintaining, documenting, and configuring complex network infrastructure.

Experience:

• Experience with SolarWinds NMS, WAN, and remote office network communication infrastructure.
• In-depth network troubleshooting experience, specifically: pulling captures and Wireshark analysis.
• Windows Server 2012/2016.
• Virtualization experience (Citrix, VMware).
• CCNA, MCSE, ITIL, or CompTIA Network+ certifications.

Pay

Pay Range: $26.80 - $44.21 per hour.

Schedule

• Work Type: Tuesday through Saturday.
• Work Shift: Evening.
• Daily Hours: 8 hours.
• Location: Corporate Headquarters - 15 LaSalle Square, Providence, Rhode Island 02903.
• Driving Required: Yes.