Network Operations Center Technician I

Duties and Responsibilities

• Maintaining, training/mentoring others, and evolving our enterprise monitoring, alerting, reporting, and analysis suite of tools to manage our SaaS client environments and the internal corporate infrastructure and environments.
• Create support tickets and ensure incidents are resolved.
• Monitor scheduled jobs in SQL, delivery of SFTP files, completion of SSIS packages, and escalate as needed.
• Respond to alerts and notify relevant internal/external teams for problem resolution.
• Assist in conference call setups for outages, initiate SWAT calls to engage technical resources, and assist in diagnosing problems.
• Collect information for Root Cause Analysis documentation for both internal and external customers in a timely manner.
• Understand basic troubleshooting methodologies with technology components such as Web, SQL, SFTP, and file servers including Windows Server 2012/2019, IIS, Application Pools, SQL server 2012/2016/2019, SQL Clustering, console applications, secure remote access, SAN’s, MPLS, VPN’s, and Terminal Services.
• Maintain and follow company’s MAC processes, push monitoring templates to new devices, applications, and services into the NOC tool sets.
• Maintain detailed documentation on all server specifications and inventory, including model numbers, processor specifications, memory, licensing, versions, patches, changes, topology, and physical connectivity drawings.
• Affirm the Problem and Incident Management functionality, including issue triage, severity level and impact determination, problem ticket creation, support notification, escalation, communication, and managing the issue through resolution and Impact Statement/Root Cause Analysis document creation when applicable.

Work Experience / Knowledge

• Operational experience interfacing with proactive monitoring and reporting tools such as Solarwinds Orion, Zabbix, or other related enterprise based proactive monitoring, event correlation, and reporting tools.
• Working knowledge of TCP/IP, Network Monitoring, firewalls, load-balancers, switching and routing, and the use of Network Sniffers.
• Able to monitor, report, and perform capacity planning on various SAN (Storage Area Network) solutions such as Compellent, EMC, and Nimble SANs.
• Able to monitor, report, and troubleshoot Cisco switches, routers, and firewalls, as well as DNS, IDS/IPS, and other utility applications.
• Working knowledge of how to troubleshoot web service issues from the browser through the database tier, with a special focus on IIS, application pools, console applications, scripts, and web services.

Qualifications / Certifications

• Associate degree in IT, Engineering, Computer Science or related field, or equivalent work experience.
• Microsoft Certification (MCP, MCSE, MCITP, MCDBA).