Responsibilities
- Respond quickly to alerts within our 24 x 7 x 265 environment by following documented alert playbooks.
- Utilize monitoring systems and internal tools to proactively detect and troubleshoot issues.
- Perform level 1-2 troubleshooting to identify and resolve issues relating to networking, security, and Windows OS alerts.
- Perform regular and timely follow-ups on unresolved issues and warm shift handoffs to next scheduled on-shift engineers.
- Coordinate remote facilities and environmental dispatches, whether performed by RFA, client contacts or 3rd party.
- Contact 3rd party providers to report circuit problems, RMAs, etc. and escalate open trouble tickets to ensure resolution
- Collaborate with senior staff in completing projects on time and assist in performing onboarding/offboarding tasks
- Facilitate incident management response with internal teams and external sources including service providers, vendors, and clients.
- Assist senior staff in resolving monitoring issues; including down agents and collectors.
Qualifications
- 1+ years of experience in Networking, telecommunications, IT help desk support, or related experience.
- Bachelor’s Degree in IT related study and/or Technical Certification such as CCNA or equivalent experience/cert
- Must understand LAN/WAN networking and possess familiarity with network routing protocols, BGP, OSPF, EIGRP, etc.
- Must know basic network troubleshooting commands in Windows and Cisco IOS, including ping and trace route.
- Possess a functioning knowledge of Microsoft Server and Workstation Operating Systems.
- Network certification including CCNA, Network+ or Security+ (or those working on achieving one)
- Excellent written and spoken interpersonal communication skills. Able to communicate with vendors, clients, & other members of the NOC. Must be able to perform internal escalations, follow ups and utilize on-call procedures when necessary.
- Capable of recognizing problems and responding systematically to gather necessary information, sort through complex issues and follow documented procedures.
- Must be able to manage a high workload, prioritize alerts based on severity, and be able to effectively manage ticket flow.
- Experience with enterprise monitoring and ticketing systems preferred.
- Knowledge of or high interest in automation programming languages such as Python, JavaScript, RegEx, etc.
- Able to stay abreast of changes and updates in relevant technologies.
Top Skills
What We Do
RFA is a global IT, financial cloud, and cyber-security provider to the financial services and alternative investment sectors. We take pride in redefining the future of technological support. Through our R&D, DevOps, automation, and machine-learning, RFA provides clients with tomorrow’s edge today.
RFA offers bespoke solutions to clients that are system-agnostic, secure, transparent, best-in-class, and supported by holistic advice. Our expert staff offers a 24-7 service solution to help clients use technology via the public and private cloud.
We create a customized strategy for every client to get business processes and workflows to run with greater speed, security, ease of use, and cost-efficiency. Our team is at the forefront of applying business robotics and automation to technology.
Headquartered in New York City and London (EMEA), RFA serves over 800 clients globally with additional facilities in Connecticut, New Jersey, Massachusetts, California, and Luxembourg. RFA brings together a seasoned executive team and a committed group of over 250 highly skilled consultant technicians
