Sr NOC Technician - Application Assurance - Minnetonka, MN

About the role

As a Sr. NOC Technician within the Application Assurance team, you will perform 24x7 continuous DC and IT infrastructure monitoring of Metronet’s data centers, server systems, and applications. You should have extensive knowledge of commonly used concepts, practices, and procedures within at least one of these fields. You will build new and improve existing instructions and guidelines, work independently, and provide guidance to lower-level technicians while knowing when to escalate to higher-level engineers or management.

Responsibilities

• Operate in a 24x7x365 Operations Center, including shift work, 2nd and 3rd shift hours, and weekends.
• Constantly monitor ITOM and Network Management systems for alarms and performance metrics in the Metronet IT Enterprise domain.
• Watch for potential systems outages, issues, and degradations and take appropriate actions.
• Report, document, and track all alarm events while maintaining a high level of accuracy and urgency.
• Log and manage trouble tickets, assign priorities, and update ticket status with resolution details.
• Identify and respond to systems alerts, troubleshoot issues, and take corrective actions to minimize downtime.
• Communicate outages and events, providing timely routine updates to internal Metronet teams and executives.
• Analyze systems logs and behavior to diagnose the root cause of physical and logical problems and implement solutions.
• Receive escalations from and mentor lower-level technicians when necessary.
• Escalate issues to higher-level engineering support teams and management when needed.
• Communicate daily with many departments within Metronet, other solutions providers, and vendors to discuss and coordinate system outages, events, anomalies, and maintenance projects.
• Provide 3rd level support for Tier 1 & Tier 2 groups and work internal and external escalations to drive timely resolution efforts.
• Perform contact center duties in a high-volume environment.
• Perform other duties assigned by the NOC Management team.

Requirements

• Associate’s or Bachelor’s degree in a technical field and/or equivalent technical training.
• Minimum of 4–7 years of experience in the IT, network, and/or data center industry.
• Extensive understanding of IT infrastructure, including servers, storage, virtualization, operating systems, and applications, with the ability to troubleshoot issues and implement or drive remediation efforts.
• Intermediate knowledge of data center infrastructure, operations, and supporting technologies.
• Hands-on experience with physical and virtual server infrastructure, computing platforms, cloud technologies, networking, and data center systems.
• Proficiency with IT Operations Management (ITOM), network monitoring, and observability tools (e.g., Grafana, Dynatrace, SolarWinds, Nagios), along with ticketing systems.
• Extensive knowledge of ITOM best practices and principles, including the ability to educate, mentor, and train others.
• Strong analytical, troubleshooting, and problem-solving skills, with the ability to work under pressure and make timely, effective decisions.
• Excellent written and verbal communication skills, enabling effective collaboration with both technical and non-technical teams.
• Demonstrated ability to take on complex challenges, assume increasing levels of responsibility, and work effectively with others.
• Must be legally authorized to work in the U.S.

Benefits

• Competitive total compensation package.
• 80% of medical premiums paid by the company.
• Company-paid disability and life insurance.
• 401(k) with company match.
• Discounted services within our coverage areas.

Pay

$30-$32/hr.