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Network Operations Center Analyst
Blue Bell, PAJPC Partners is looking for a Network Operations Center Analyst to join our clients Managed Services team. As the Network Operations Center Analyst, you will provide technical support assistance for customers with a primary focus on supporting enterprise infrastructure technologies. This role is responsible for proactively monitoring network, storage, and overall system performance and health. This role is the first to act when resolving active disruptions or failures.
This role will work directly with customers to review incidents and perform initial troubleshooting of unresolved issues. They will focus on remediation of incidents generated through remote monitoring tools and perform recurring maintenance tasks as assigned by the Manage Services Network team. The ideal candidate will be passionate about supporting customer operations, detail oriented, and have a strong technical background and desire to learn.
This position reports to the Network Operations Center Supervisor.
Responsibilities
Requirements
Job Type & Expectations
This role will work directly with customers to review incidents and perform initial troubleshooting of unresolved issues. They will focus on remediation of incidents generated through remote monitoring tools and perform recurring maintenance tasks as assigned by the Manage Services Network team. The ideal candidate will be passionate about supporting customer operations, detail oriented, and have a strong technical background and desire to learn.
This position reports to the Network Operations Center Supervisor.
Responsibilities
- Proactively monitor a variety of applications, operating systems, servers, and network components to maximize uptimes and stability of business-critical services
- Provide first tier support troubleshooting environmental issues
- Act as the primary escalation point for the Service Desk on all infrastructure issues
- Perform troubleshooting with carriers and vendors regarding network hardware and circuit issues
- Utilize a variety of system and event management tools and procedures to respond to and resolve internal and external customer issues
- Communicate, internally and externally, the status of the incident ticket/service request directly with the customer or broadcast to a larger audience as defined per SLA
- Isolate, troubleshoot, and resolve network issues on layer 1, layer 2, and layer 3 devices
- Provide technical support for incidents and problems involving network technologies
- Perform routine scheduled maintenance tasks
- Work and document incidents in ITSM tool
- Follow documented NOC standards and procedures
- Update and improve upon existing knowledge base articles
- Escalate complex issues to NOC supervisor
- Train and certify on supported technologies
Requirements
- 1-2 years’ experience directly working in a NOC or as a system administrator role
- 1-2 years’ experience utilizing network fundamentals to troubleshoot VLAN’s, subnetting, DNS, DHCP, IP addressing and routing
- 1-2 years’ experience with diagnosing and resolving system health issues related to both cloud and on-premises storage infrastructures
- Experience supporting virtual environments like VMWare a plus
- Achieved or working towards certifications to advance your knowledge on supported technologies. These include but are not limited to Network +, CCT, CCNA, AZ-104, or others
- Demonstrated ability to communicate and collaborate with other team members
- Demonstrated ability to manage workload and make productive use of time
- Experience managing incidents and problems in one or more enterprise class ITSM platforms (ServiceNow, BMC Remedy, SolarWinds, ManageEngine, Kaseya)
- Excellent communication, documentation, and customer-facing skills
- Strong analytical and creative problem-solving skills
- A desire to continue learning about emerging technologies
- Possess strong verbal and written communication skills; be adept at communicating with all levels of technical and non-technical people
- Ability to understand the Customer’s business objectives
- Ability to work independently and execute tasks/troubleshoot with a sense of urgency
- Detail-oriented with the ability to multitask
Job Type & Expectations
- This is a full-time position, (40) hours/week
- Hours: 3:00 – 11:00 pm Eastern Time
- Work is performed in a 24×7 operations environment with on-call participation