Network Operations Center Engineer

The Network Operations Center Technician is a critical role overseeing the delivery of managed security and infrastructure services to business customers.

• Responsible for working in a 24x7 Network Operations Center (NOC) environment as a member of a larger team.
• Monitor network systems, triage issues, respond to events, and provide situational awareness to company leadership and customers.
• Responsible for Incident Triage / Incident Management and timely reporting and escalation of issues.
• Follow standard OCC procedures; accurately log and update all events using incident/call tracking software.
• Ensure timely and accurate communication to customers and escalation teams.
• Provide Incident Response (IR) support as required.

• 1 – 3 years of experience in a Network Operations Center.
• Competencies in incident triage, incident management, incident response, and data analysis.
• Working knowledge of all Microsoft Office products and collaboration tools.
• Knowledge of TCP/IP Protocols, network analysis, and network/security applications.
• Deep understanding of ITILv3 service management concepts and practices.
• Support ticket methodology and tools.
• Excellent written and verbal communication skills.
• Self-starter with the ability to overcome ambiguity and drive for improvements.
• Displays focus and calm under pressure, works to implement the most effective solution.
• Critical thinker that can apply logic to problem solving in complex situations.
• Team player that values winning for the organization over self-achievement.
• Associates or BA in Information Systems, Computer Science or similar preferred.
• One or more of the following certifications:
  Comptia Network+, CCNA Routing and Switching, or JNCIA
• Ability to pass background check and standard hiring drug screens.

• Monitor, analyze, and triage all alerts within the stated Service Level Agreements.
• Resolve incidents or facilitate escalation to Tier 2.
• Respond to all inbound service requests initiated by phone or email.
• Provide customer facing status updates in tickets and/or verbally; cradle to grave incident management.
• Document all activities during an incident and provide leadership with status updates during the life cycle of an incident.
• Track trends, statistics, and key figures for each assigned client
• Assist with the development of processes and procedures to improve incident response times, analysis of incident, and overall OCC functions.