Level 1 NOC Operations Analyst

We are seeking a Level 1 NOC Operations Analyst that can work remote or out of our facilities to become an integral part of our team! You will be responsible for providing technology support services for computer and information networks. The position is responsible for triaging incoming alerts from our customers in a variety of environments. Responsibilities include working in multiple ticketing systems, answering customer calls and escalating issues in a timely manner. They receive direction from senior team members and the manager responsible for the operations.

The incumbent must have a service-oriented mentality, a high sense of ownership of the problems and requests assigned, a focus on managing and resolving issues in alignment with the SLAs, establishing and maintaining communication with technology customers to keep them updated with status of their requests, initiating, and performing changes on production systems and proactively escalating any issues that cannot be resolved within the established timeframes. Working well in a team environment, ability to multi-task with minimal supervision and persistence with follow-up on issues is expected. Occasionally, based on business demand, you may be required to cover shifts outside your normal schedule.

Responsibilities:

• Monitor and Triage alerts from workstations, servers, local area networks (LAN), wide area networks (WAN), common off the shelf software, and other data networks
• Ticket Management system knowledge
• Active Directory Experience (Resetting Passwords)
• Following Standard Operating Procedures (SOPs) for remediating various technology issues.
• Develop and execute test plans to check infrastructure and system performance
• Documentation Management
• Maintains a broad knowledge of all Information Services software and hardware being utilized to be technically conversant at all levels of problem solving through reading, briefings, seminars, and classes.
• Responds to customer requests, answers questions, troubleshoots user and system errors and provides problem resolution over the phone as much as possible to promote accelerated problem resolution. Escalates to second level support as appropriate. Provides consulting advice for the user community in a manner that promotes a professional and customer service-oriented climate.
• Logs and tracks various types of requests to isolate and improve problem areas.
• Provides point of contact knowledge transfer to end-users to minimize repeat calls and increase customer satisfaction.
• Monitors on-line systems and network tasks to ensure responsive operation and restarts the systems in case of failure with limited assistance. Coordinates necessary first or second level support necessary to resolve problems in an expedient manner with least amount of impact to the users.
• Monitor network components/systems/applications for potential service outages or equipment failures and document events via event management system as they occur.
• Assess network alarm conditions and relay details to the appropriate department.
• Produce, communicate, and maintain up-to-date, accurate documentation as required.
• Provides assigned training to less experienced personnel as required or scheduled.
• Assists management and or coordinating staff in preparing work schedules, completing reports and other assigned tasks.
• Becomes certified to operate and perform all duties of each identified shift independently.
• Identifies opportunities for improvement and offer/create viable recommendations/options.
• Escalates issues with accurate documentation and effectively communicate with other team members or departments when required to handle any escalating issues in a timely manner.
• Follow departmental downtime communications protocols/processes in detail.
• Provide new and up to date knowledge database information and follow documented standards for additions/modifications/changes.

Qualifications:

• 2+ years of work experience in a service operations center
• Previous experience in networking, IT, or other related fields
• Working with Team Members across the shift
• Familiarity with following standard operating procedures
• Meet Service Level Agreement requirements
• Strong troubleshooting and critical thinking skills
• Ability to triage incidents by priority levels and escalate where neede
• Understand SNMP / WMI protocols
• Any equivalent combination of experience and training/certification that provides the required knowledge, skills, and abilities needed to complete the major responsibilities/essential functions of the position
• Proficient in Microsoft Office
• Strong attention to detail

Shift and Schedule:

· TBD since we are 24X7

Salary Range:

· $15 to $22 per hour

Benefits:

· Medical, Dental, Vision, 401K, Life Insurance

Skills:

· Window Server

· Desktop Computers

· Basic Network Skills

· Triage

· Ticket Systems

· WAN

· Detail Oriented

· Ability to Multitask

· LAN

· Documentation

· NOC

· Active Directory

· Troubleshooting

· Remediation Assessment

About NOCDOC:

We are a 35-year-old US-based service operations center located in Winston Salem, NC specializing in security operations (SOC), network operations (NOC), service desk (SDX), network engineering and project management offerings to all types of businesses. Though we frequently work with managed service providers (MSPs), we are focused on supporting hundreds of direct and indirect clients from Australia to Alaska. NOCDOC serves many different clients across distinct industries, and our services are offered a la carte to suit each client’s needs. Our teamwork in a Hybrid work environment (Remote and In Our Office).

Job Type: Full-time

Pay: $15.00 – $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Help desk: 2 years (Preferred)
• Windows: 2 years (Required)
• Microsoft Windows Server: 2 years (Preferred)

Work Location: Hybrid remote in Winston-Salem, NC 27101