NOC Engineer

Job Description

IT NOC Specialist/Engineer Job Responsibilities Log incoming faults on our system (SCSM ITSM Tool), carry out initial diagnostics and look to resolve 70+% of all faults and requests. Work within strict SLA's to provide our customers with a timely resolution Provide 1st & 2nd line support and monitors day to day operations of Network Operation Center Assist in coordinating and managing end users' escalations and other internal departments of NOC Sevl and Sev2 issues. Monitors all outages/issues through the return to normal services. Responds to ServiceDesk telephone calls emails and personnel requests for technical support in a timely and courteous manner. Provide initial triage of problems impacting services to determine problem source and provides resolutions if possible. Identifies and escalate issues requiring urgent attention by other IT resources or 3rd party vendors to the appropriate resource for expeditious troubleshooting and resolution. CMDB update/tracking. Ensure all support requests are up to date and in hand at the end of each shift, handing over any outstanding issues to shift staff. Control and ownership of all 1st line NOC activities Monitor and look after all servers and networks infrastructure. Take appropriate corrective action or escalation in the event of service (Exchange, Server, Messaging, Application or network) related incident and outage. Engineers are required to maintain incident details, contact with users and all work performed on said incidents in the firm's incident management system. Experience in a system monitoring group performing server level monitoring and troubleshooting Understanding of monitoring tools, including but not limited to Microsoft SCOM, LiveMaps and other NOC related tools. Understanding of Windows Active Directory, and Windows Exchange Server 2007, 2010 & 2016 based applications and operating environments in an enterprise setting. Solid understanding of network principles as well as basic network troubleshooting skills Other • Working knowledge of a wide range of datacenter, technologies including Local (LAN) and wide-area • Responsibilities: networks (WAN): NAS and/or SAN storage technologies. Oracle Technologies, Linux, Microsoft servers, firewalls, and VPN network protocols as • TCP/IP, WINS, DNS, DHCP, SNMP, FTP, HTTP, SMTP, etc. • Background in network security, intrusion detection and server monitoring. • Minimum of 3 years of experience supporting a 24/7 mission critical IT Infrastructure. • Active Directory & Messaging • Knowledge / experience with Windows Server, Active Directory, Exchange, and IIS in a large-scale distributed environment. • Knowledge of DFA and dual authentication • Active Directory operations. • Server & Application Support • In-depth Knowledge of current and pending Microsoft Windows operating systems. • In-depth Knowledge of current and pending Microsoft Windows operating systems. • Understand Sharp hardware platforms and surrounding Peripherals. • Knowledge of VMware a plus • Knowledge of enterprise backup facilities and how they function. • Knowledge of Microsoft SharePoint. • Understanding the operation and maintenance of SQL and SQL clusters. • Ability to investigate and troubleshoot Global multi-tiered applications. • Infrastructure/Networking troubleshooting • Thorough understanding of name resolution methods like DNS and WINS in a globally diverse environment. • Experience and knowledge of wide area / local area networks and with the tools used to monitor / trouble shoot issues. • Strong experience with monitoring tools like SCOM and LiveMaps and a demonstrated ability making use of these tools resolving these issues in complex and globally diverse environments. • Experience supporting SIP and/or VOlP. • Understanding of Local Area Networks and Cisco switching devices. • Experience working in an IT IL environment and adhering to strict SLA's Job Requirements and Qualifications • Minimum Diploma degree in IT, Computer Science or related field • ITIL Foundation • Certification in Microsoft (MCITP/MCSE/MCTS) and Cloud Computing Technologies is preferred • Citrix, AIX, Storage or Server management • Minimum 3 years professional experience in IT domain, IT Support, Systems or Networking in mid to-large enterprise preferred.