CSC NOC Tech | Nights

IT CSC NOC Technician

Department: IT

Location: 5000 Kansas Ave

Schedule: 6:30pm-6:30am, Wednesday, Thursday, Friday & Rotating Saturdays

The CSC Network Operations Center (NOC) Technician role requires broad IT technical skills related to scheduled batch/job processing and IT technical support. This role performs the critical system operations tasks of monitoring, restarting, and resolving schedule and batch job issues as they occur. AWG IT job scheduling is primarily done in Computer Associates Work Automation (C AWA) and Azure job scheduling.

Along with CSC Level 2 Techs, the NOC Technician will also work within Harmony/Cleo to monitor actions are working and resolve any tickets produced in Service Now from failed jobs and actions. This role also monitors server and network monitoring tools across AWG systems and networks. NOC Technician/Support Technician role also provides customer support by taking phone calls AWG CSC for customers who are requesting technical support.

NOC Technician/Support Technician will support AWG staff and AWG Retailers on using AWG Systems and Technology. The NOC Technician/Support Technician requires communicating accurate descriptions of problems and resolutions in AWG's Incident Management System, Service Now. CSC NOC positions work 11 to 12 hour shifts providing processing and system monitoring and Customer Support. This role will work closely with leadership and internal customers as CSC monitors and manages 24/7 IT system and batch processing, as well as deliver solutions to minimize business disruptions.

• Perform basic monitoring of production components installed on a variety of server and/or client platforms.
• Perform monitoring on the Production Network and VOIP environments.
• Respond to alerts and incidents/problems related to network or job scheduling by utilizing defined troubleshooting steps to remediate.
• Effectively log all system support incidents and requests through AWG's Incident Management System Service Now.
• Respond to user requests for job schedule modifications or special monitoring utilizing defined procedures.
• Perform basic maintenance of utilities, security, production schedules, report distribution, job restarts, testing, and documentation under the direction of more experienced staff in accordance with industry best practices, specific internal standards, procedures, and methodologies.
• Monitor the performance of cloud-based systems and optimizing resources to ensure cost-effectiveness and high availability; including troubleshooting and resolution of issues that may arise.
• Conduct technical solution reviews and provide recommendations for improved adoption and usage.

• Collaborate with application support teams to ensure their scheduling, monitoring, and notification needs are met.
• Ensure timely communication of scheduling issues that could impact system availability to team leaders and service managers.
• Provide training and knowledge sharing to team and IT community as required.
• NOC staff will also perform the duties of Level 1 Technicians alongside their own duties.

• A minimum of an associate degree, Technical Certifications, or equivalent work experience desired.
• 1-5 years of experience in Scheduled Job Operations or Batch Processing management/monitoring or similar IT experience.
• PC skills with use/knowledge of MS Office and Google or comparable software.
• Ability to follow documented technical procedures.
• Experience with Service Now or other Incident Management Systems.
• Excellent customer service skills.
• Strong verbal and written communication skills.
• AIX/UNIX experience is beneficial.
• Basic experience with supporting servers, networks and remote access systems.
• Must be reliable and able to work both independently and in a team.
• Professional and positive attitude.

• Self-motivated, proactive and highly organized while keeping pace with the rapidly evolving technical and cloud landscape.
• Ability to manage multiple tasks concurrently.
• Strong analytical and problem-solving skills.
• Demonstrated IT knowledge of multiple technologies over career and ability to learn new technologies.
• Abi…