NOC Engineer; Network

Aqueduct Technologies is seeking a Network Operations Center (NOC) Engineer to serve as a core member of the NOC team, providing critical escalation coverage and continuity of support during our primary business hours (9am – 5pm EST, Monday – Friday).

The NOC Engineer handles all initial escalated support requests within our ticket system, owns their progress, and performs deep dives into issues to find a resolution. During this process, they also ensure documentation is up to date, customer environment details are accurate, and they pass along lessons learned to more junior engineers to help increase their knowledge.

The NOC Engineer is a member of a driven, experienced, and support-focused team that is the primary escalation point for support tickets and stewards our customers’ environments. While closing out tickets is important, it is far more critical to the values and relationships Aqueduct has with its customers that we get the right solution, rather than just a fast one. The reputation of the infrastructure team with our customers is rooted in our ability to proactively manage their environments and issues.

• What we say is not nearly as impactful as what we do. Set reasonable expectations, follow through on promises, and be open and transparent when issues arise.
• Be proactive in communication about roadblocks, potential missed deadlines, and general activities. Keep the user informed and remind them that we’re here to help.
• Raise issues internally for anything that seems “wrong” either because of a process out of alignment, principles not being followed, or actions taken contrary to our core values. We all own who Aqueduct is, and if we hold ourselves accountable, our customers will know it and trust us.

• Independently take on and execute work with minimal oversight, seeking support primarily for unusually complex or high-risk situations.
• Serve as the primary ticket owner for work assigned to the Infrastructure queue (based on assignment, expertise, and business need), and drive tickets to resolution using internal expertise and/or vendor support.
• Maintain thorough, clear, and concise notes in tickets as work progresses. Always add one more sentence to be sure you’re clear.
• Update tickets at a regular cadence as set by your team’s leadership. This not only keeps tickets progressing but also reinforces to users that we are aware of the issue and are actively working to resolve it.
• Support your peers in open discussions about current tickets and roadblocks they may have in solving them.

• Determine when an issue needs escalation and follow the Aqueduct escalation paths to get the appropriate resource on the issue to help. When in doubt, ask. Do not suffer in silence, and do not fight a problem to a level of frustration.
• Appropriately engage the Lead or higher-level resource when significant issues arise (e.g., broad customer impact, repeat incidents, security risk, or change control implications).
• Be willing to reach out to your team and other teams to both close out the issue and learn how to do new things.

• Proactively review and become familiar with each customer’s environment and nuances; maintain and improve documentation so details stay accurate and actionable.
• Identify and raise concerns about misconfigurations, single points of failure (SPOFs), and recurring risks when discovered.

• Understand, utilize, and participate in the Aqueduct Change Control process. Understand what it encompasses, its processes, and its impact on ourselves and our customers.

• Dedicate ongoing time to training with the goal of becoming a subject matter expert in at least half of Aqueduct’s core applications or Infrastructure support areas.
• Actively participate in job-specific, as well as cross-functional training opportunities utilizing the training tools available to all team members.
• Own your growth and strive to broaden your skillset by proactively engaging the leadership team…