NOC Engineer

NOC Engineer – Job Description

Job Summary: Operational Training of end customer NOC staff on capacity management, troubleshooting, fault management, change management, and fault resolution of reported and detected faults, within the Arista Cloudvision telemetry management solution.

Responsibilities

Troubleshooting

• Troubleshoots network problems and outages and provides Level 3 Network Triage support
• Publishes and manages the NOC checklists for Tiers 1, 2, and 3
• Provides escalation level support for Arista devices and owns the workarounds published for field support
• Performs network monitoring and creates end-to-end solutions that allow proactive monitoring
• Collaborates with vendors on hardware and software roadmaps, certifications, problems, and resolutions for better triaging needs
• Reviews and provides feedback on improving supportability and applicability of workarounds (for both internal and external communities)
• Delivers and increases effectiveness of reports, metrics on incidents and events
• Creates troubleshooting scripts and software

Sustaining Operations

• Performs software and device patch updates, network device monitoring, software patch updates, and network tools health check
• Validates the fixes, monitors the network tools, reports any device or software outages, and prioritizes the issues
• Creates network level reports or device level reports
• Runs periodic health audits for device and products
• Provides escalation on call support for NOC
• Performs capacity management for a given product in the region

Qualifications

• US Citizen
• 10+ years experience
• Working-level experience in Datacenter Switching Network Operations which includes; network device monitoring, device failures, communication line alarms (such as bit errors, framing errors, line coding errors, and circuits down) and other performance issues that may affect the network or any datacenter devices.
• Arista Data Center Switching knowledge is desirable
• Arista Cloudvision knowledge is desirable
• Able to work flexible schedule
• Able to function in a 24/7 operation
• Able to work constructively in a team environment

The NOC (Network Operations Center) Engineer contributes to a 24/7 Network and Security Operations Center within the end customer Operations group. The NOC Technician is responsible for accurately identifying and resolving failures and potential issues while maintaining accurate documentation and executing maintenance and administrative activities on the end client’s environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES MAY INCLUDE THE FOLLOWING: OTHER DUTIES MAY BE ASSIGNED.

Great training options for career advancement

We welcome those that are looking to obtain additional training and certifications.

• Manage all incoming customer tickets.
• Respond and resolve client’s requests within SLAs (Service Level Agreements)
• Perform daily preventative maintenance checks and services on managed devices in client infrastructure
• Open, track and close service tickets
• Answer incoming calls and monitor various open tickets
• Interface with field personnel to verify repairs and testing systems
• Help identify recurring system performance issues
• Provide performance reporting on end client DC devices
• Work directly with other NOC & Field Engineering resources for issue resolution
• Provide direct communication to customers on issues/outages/maintenance activities
• Maintain detailed notes within ticketing systems on all issue resolution activities
• Maintain customer technical information within defined documentation standards
• Develop and maintain installation and configuration procedures
• Obtain/maintain technical/professional certifications applicable to position or as directed
• Manage and maintain monitoring and alerting systems
• Assess and identify appropriate solutions to be integrated into the systems operation and make recommendations for implementation and troubleshooting
• Required to provide flexible shift scheduling based on operational needs
• Provide emergency on-call support on a rotating schedule
• Perform other duties as assigned

Minimum Education and Experience:

• Minimum 7+ years of technical support experience
• Minimum 7+ years of experience and understanding of event/alert management, incident and change management processes
• Minimum 7+ years of experience of basic networking, routers, switches, Firewalls, and Wireless devices.
• Must possess a strong understanding of Route/Switch, Wireless.
• Security and VOIP a Plus
• Previous experience with Help Desk or NOC required!
• Arista Certification desired
• Excellent Interpersonal Skills (develop and maintain strong working relationships)
• Strong work ethic
• Strong communication skills
• Good customer service skills
• Proactive approach and good troubleshooting techniques.

Job Type: Full-time

Pay: From $35.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Richmond, VA 23230: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Due to the nature of this role, US Citizenship is required. Do you possess US Citizenship?

Experience:

• Network Operation Center: 5 years (Preferred)
• Data Center: 5 years (Preferred)
• Ticketing: 5 years (Preferred)
• NOC: 5 years (Preferred)
• Helpdesk: 5 years (Preferred)
• Routing/Switching: 5 years (Preferred)
• VoIP: 5 years (Preferred)

Work Location: One location