Senior NOC Technician

JOB SUMMARY:

The Sr. NOC Technician is part of the Service Desk team. This person is a key part of the team responsible for the ongoing Technical Service Delivery to PFFCU’s Associate’s and our preferred Vendors. This role will be the point of escalation for NOC technicians as well as the PFFCU end users via the service desk portal and NOC phone queue. This position will also assist with documenting NOC team processes, overseeing NOC projects and assisting with monthly reporting for the department.

RESPONSIBILITIES/TASKS:

· Knowledge of and capability to administer all NOC processes

· Application Support for Windows OS and numerous 3rdparty applications

· Revising and updating IT departmental procedures and documents

· Active Directory and MS Exchange user administration as required by Engineering teams

· Comprehensive ownership of back office process failures.

o From initial alert to complete remediation of the underlying issue;

o Including RCA analysis, post mortem, and preventive re-occurrence task assignment

· Ownership of, and quality assurance for, third party integrations and the management of any ticketing required by those entities

· Install, configure and maintain software tools used for performance and availability monitoring and alerting.

· Solve problems directly or coordinate problem resolution between internal/external parties.

· Drive the creation of knowledgebase content, capturing lessons learned and tribal knowledge.

· Drive response and execution from all IT and Operational Departments

· Learn and perform tasks as required by End User Computing and other IT teams

· Implementing and enforcing system and data security measures

· Ensuring timely completion of projects and deployments

· Travel to other sites when required

REQUIRED QUALIFICATIONS:

• Experience with account administration and end user support. Candidate needs to be very strong in monitoring, both application and server.
• Knowledge of performance and availability monitoring and alerting tools used to monitor and support the enterprise applications and services.
• Self-motivation and driven ownership to perform continual improvement tasks for the IT organization as it serves the credit union and its members
• Associate’s degree in a technical field; or related experience and/or training; or equivalent combination of education and life experience is required
• Computer-related certifications are a plus

SKILLS/KNOWLEDGE/ABILITIES REQUIRED:

• Strong technical knowledge of banking operations and processes; to apply in reviewing, documenting and implementing technical and operational procedures to improve efficiency
• Knowledge of Active Directory and Microsoft application administration
• Strong project skills required, specifically the ability to maintain focus and complete projects with extended timeframes; to work under own timelines-direction
• Ability to handle multiple projects at the same time
• Ability to think logically and visualize abstract concepts

· Ability to clearly communicate technical information to individuals at all levels of the organization and with vendors

• Ability to work under pressure
• Ability to work varying hours.

o Core hours are Monday-Friday 12:00PM – 8:00PM

o Job will require being able to accommodate occasional coverage of NOC rotating shifts. (7AM-3PM, 8AM-4PM, 12PM-8PM)

PFFCU is an Equal Employment Opportunity (EEO) Employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act) with respect to employment opportunities. PFFCU complies with Philadelphia’s Fair Chance Hiring Law;

Job Type: Full-time

Benefits:

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

Schedule:

• Monday to Friday

Work Location: One location