AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.
AHEAD is committed to a community of diversity, equity, and inclusion. We encourage applications from women, underrepresented minorities, persons with disabilities, sexual minority groups, and all other candidates who will contribute to the diversification and enrichment of ideas and perspectives here at AHEAD.
We are on this journey to ensure that all AHEADians feel that they can authentically show up and belong at work.
The NOC Administrators are responsible for support of incident management, service request management and change management infrastructure support for all Managed Services customers.
Responsibilities
- Primary escalation point for the Service Desk on all infrastructure issues
- Performs in-depth troubleshooting support of a variety of infrastructure platform issues, not limited to:
- Network – data and voice
- Server – Windows/Unix/Linux
- Backup
- Cloud
- Exchange/O365 server issues
- Performs troubleshooting with carriers and vendors regarding network hardware and circuit issues
- Utilizes a variety of system and event management tools and procedures to respond and resolve internal and external customer issues
- Ensure that all Service Now incident tickets, change records and service requests are fully documented, planned, resolved, and/or executed on time and per the customer’s expectations and within the agreed Service Level Agreement (SLA)
- Communicates frequently with RTT engineers/architects, Team Leads, customers, and hardware/software vendors during incident resolution
- Will create and maintain KB process documentation for change management planning and troubleshooting purposes
- Communicate, internally and externally, the status of the incident ticket/service request directly with the customer or broadcast to a larger audience as defined per SLA.
- Assist with cross training of other NOC team members as needed
Qualifications
- At least 3+ years of operational experience in multiple technologies, including any of the following:
- Window Server administration: Exchange, Active Directory, Server 2008 and 2012
- Unix/Linux Server administration
- Backup administration
- Basic knowledge of storage systems (EMC, IBM, Hitachi, etc)
- Clustering solutions: Citrix, VMware, etc
- Execute basic queries and administrative tasks for MS SQL, helpful
- Proficient use of all Microsoft Office applications
- Experience working with an ITIL based ticketing system tool – Service Now helpful
- Experience with IT monitoring tools and technologies (LogicMonitor, CA Unicenter, Solar Winds, etc)
- One of the following certifications is required:
- Logic Monitor Certified Associate (LMCA)
- Microsoft Certified Solutions Expert (MCSE)
- Microsoft Certified Professional (MCP)
- Red Hat Certified System Administrator (RHCSA)
- Linux Certified Administrator (LCA)
- Cisco Certified Associate (CCNA)
- CompTIA A+ / CompTIA Network+
- Possess strong verbal and written communication skills; be adept at communicating with all levels of technical and non-technical people
- Ability to understand the Customer’s business objectives
- Ability to work independently and execute tasks/troubleshoot with a sense of urgency
- Detail-oriented with the ability to multitask
Why AHEAD:
Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.
We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.
We understand that you have a life outside of work. That’s why we offer flexible paid time off, paid company holidays, and the ability for you to manage your work schedule as needed.