The NOC Analyst provides computer operations incident and problem resolution in a multi-platform, Corporate 24X7 NOC environment by performing front-line event management, 1st and 2nd level troubleshooting and diagnosis for all information technology business critical infrastructure, applications, servers, peripherals, telecommunications.
Responsibilities:
- Proactively monitor IT infrastructure and assure rapid and superior response to alerts.
- Apply troubleshooting and technical skills to help diagnose and mitigate, as well as coordinate with company workgroups, internal and external technical service providers, and business partners to resolve incidents.
- Work within a ticketing system to track, maintain, and escalate incidents and requests.
- Act as the technical liaison support between other information technology groups and the technology resource center.
- Confer with internal and external technical support staff including vendors and carriers when necessary to work on affected hardware, software and associated peripheral devices including voice and data circuits to come to a timely resolution to incidents within Service Level Agreements (SLAs).
- Responsible for prioritizing actions required on concurrent events identified through automated alerts, monitoring, or direct contact by a company workgroup, internal or external technical service providers or external business partners.
- Coordinate planned outages and maintenance work with internal and external technical service providers as it would integrate with the Incident Management process.
- Provide limited after-hours support for Service Desk rollover calls according to shift.
Qualifications:
- 2+ years of experience in a NOC environment or similar.
- Experience working with SolarWinds
- Hands on configuring and troubleshooting experience on router, switches / firewalls / multiplexer/ networking devices·
- A solid understanding of the OSI or TCP/IP model· A good understanding of, and experience with, most of the following network technologies: 802.1q, HSRP, OSPF, BGP, NAT, ACLs, IPSEC, and SNMP.
- Basic level analysis and design skills involving the ability to gather data on systems issues, ability to diagnose server, voice or network alerts, events or issues
- Basic knowledge of current technologies, tools, applications, and vendors along with understanding of common information architecture frameworks
- Professional technical certifications in infrastructure solutions or ability demonstrate equivalent knowledge is a plus
- Ability to prioritize and handle multiple tasks and projects concurrently.
- Availability to work any shift including holidays in a 24 x 7 x 365 work environment.
Skills Required
- At least 2 years of experience in a NOC environment or similar
- Experience working with SolarWinds
- Hands-on configuration and troubleshooting experience with routers, switches, firewalls, multiplexers, and networking devices
- Solid understanding of the OSI or TCP/IP model
- Experience with network technologies including 802.1q, HSRP, OSPF, BGP, NAT, ACLs, IPsec, and SNMP
- Basic systems analysis and design skills, including diagnosing server, voice, and network alerts or issues
- Basic knowledge of current technologies, tools, applications, vendors, and information architecture frameworks
- Professional technical certifications in infrastructure solutions or equivalent knowledge
- Ability to prioritize and handle multiple tasks and projects concurrently
- Availability to work any shift, including holidays, in a 24/7/365 environment
What We Do
Technology is mission-critical to your business so it must work — continuously. That’s why Pomeroy is always working. Everything we do — every assessment, every equipment procurement, every service outcome — is focused on keeping your organization running smoothly and staying productive. Your dedicated Pomeroy team carefully monitors your workplace so we not only optimize efficiencies but also pre-empt issues before your work is interrupted. We’re where you need us, ensuring business continuity often before the effects of an issue are ever felt. When something does happen, we immediately jump in and get your business technology back to full speed. You can be confident that a Pomeroy partnership brings the right level of tailored IT support specific to your business. And as your business grows and the world changes, we help evolve your IT capabilities so your business runs non-stop into the future.
