NOC Engineer

About the role

If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider WGU as the next step in your career. Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

Responsibilities

• Monitor systems with diversified industry tools to detect anomalies.
• Collaborate with various product teams to resolve anomalies and prevent extended downtime of IT systems.
• Diagnose issues and alert the proper team; track and document all defects, system health, anomalies, and events.
• Monitor the performance and availability of systems using diversified tools.
• Respond to, identify, and confirm issues as they happen within the SLA.
• Diagnose and troubleshoot availability issues; track and document issues; compile incident reports.
• Coordinate issue escalation as appropriate, ensuring proper hand-off and timely resolution.
• Collect and review performance reports for various systems; report trends in hardware and application performance to help senior technical personnel predict future issues or outages.
• Work with internal technical and service teams to create or update knowledge base articles.
• Perform other job-related duties as assigned.

Requirements

• Bachelor’s Degree in Computer Information Systems, Computer Science, or related field.
• 2 years of experience as an App Support Technician in Problem Management or similar experience.
• Basic Python coding experience.
• Proficient in Salesforce, Single Sign-On Management System, Active Directory, Office365, Google Apps Admin, PAMS, Scheduling Management Applications, OnBase, Remote Desktop Access Applications, Oracle, and SQL.
• Admin experience in ServiceNow.
• Experience using monitoring software (Zabbix, New Relic, Datadog); IIQ experience; Banner experience.

Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements. Generally, equivalent relevant experience is defined as 1 year of experience for 1 year of education and is at the discretion of the hiring manager.

Qualifications

• Strong analytical and problem-solving skills balanced with effective communication and excellent customer service skills.
• Exceptional verbal and written communication skills.
• Ability to work independently, analyze issues, and make decisions with minimal management intervention.
• Proactively involves key technology infrastructure teams when necessary.
• Ability to anticipate potential obstacles and develop contingency plans to overcome them.
• Awareness of new and existing technologies, architecture, and best practices.
• Ability to manage multiple issues simultaneously in a high-pressure environment where change is commonplace.
• Ability to handle multiple interruptions and multi-task effectively.
• Ability to diligently follow standards and best practices for many different technology areas.
• Strong understanding of AWS systems and the essential services that AWS provides.
• Advanced knowledge of network and infrastructure topology.
• Ability to work flexible hours.
• Ability to code using JavaScript.
• Strong understanding of AD and PowerShell.

Preferred Qualifications

• Linux+ Certification
• AWS Certified Practitioner Certification
• CompTIA A+, CompTIA Network+ Certification
• ITIL Foundations

Pay

The salary range for this position is $81,300.00 – $121,900.00. The range takes into account skill sets; experience and training; licensure and certifications; and other business and organizational needs. At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case.

Benefits

• Medical, dental, vision, telehealth and mental healthcare
• Health savings account and flexible spending account
• Basic and voluntary life insurance; disability coverage
• Accident, critical illness and hospital indemnity supplemental coverages
• Legal and identity theft coverage
• Retirement savings plan
• Wellbeing program
• Discounted WGU tuition
• Flexible paid time off for rest and relaxation with no need for accrual
• Flexible paid sick time with no need for accrual
• 11 paid holidays
• Other paid leaves, including up to 12 weeks of parental leave