Senior NOC Technician

Senior NOC Technician

Position Type: Full Time – Shift Schedule (Th to Mon or Fri to Tues)

JOB SUMMARY:

Responsible for responding to and remediating alerts triggered by any number of systems in place which monitor the IT systems of clients and the company. These include alerts for but not limited to Windows servers, VMware ESXi hosts, Hyper-V hosts, firewalls (SonicWALL, Cisco ASA, Cisco Meraki, Fortinet, and Watchguard), UPS battery backup systems, Linux servers, Microsoft Exchange servers, Microsoft SQL servers, and Synology NAS storage devices. The NOC team members are expected to respond to alerts based on established SLAs, resolve or escalate matters following documented processes, and to document all time into a ticketing system throughout their shift.

NOC team personnel who work shifts which are outside of normal business hours are also expected to be available to answer incoming calls from clients who request emergency after-hours response. There may be times when NOC personnel need to call clients to coordinate maintenance and work tickets from our helpdesk ticket queue when the NOC ticket queue allows.

All job responsibilities are to be executed in harmony with our Code of Business Ethics and Conduct policy and our Core Values which sets the standard by which we operate and how we treat others.

ESSENTIAL JOB FUNCTIONS:

(Essential functions, as defined under the Americans with Disabilities Act, may include the following tasks, knowledge, skills and other characteristics. This list of tasks is illustrative ONLY and is not a comprehensive listing of all functions and tasks performed by positions in this class. It does not imply that all positions within the class perform all the duties listed, nor does it necessarily list all possible duties that may be assigned.)

• Respond to and remediate alert-generated tickets
• Answer after-hours calls promptly and be ready to assist with a client emergency
• Serve as escalation resource for lower tiered NOC team members
• Help drive improvement through innovation
• Effectively communicate to customers, peers, and management
• Help improve client documentation when gaps are found
• Work with a broader team on large-scale, internal projects

EDUCATION/EXPERIENCE:

· 3-5 years of technical support experience.

SPECIFIC KNOWLEDGE, SKILLS, ABILITIES:

· Strong organizational and analytic skills.

· Self-motivated with strong attention to detail.

· Adept at managing multiple tasks simultaneously.

· Microsoft Office applications (Word, Excel, PowerPoint).

· Strong written and oral communication skills.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Type: Full-time

Pay: $45,000.00 – $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• On call

COVID-19 considerations:
All employees are required to follow current CDC guidelines regarding COVID-19, and follow any office guidelines (Client locations and ERGOS offices) such as frequent hand-washing, wearing a mask if requested, and wiping down common surfaces.

Education:

• High school or equivalent (Required)

Experience:

• Technical support: 3 years (Required)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)
• Overnight Shift (Preferred)

Work Location: Remote