IT NOC Specialist/Engineer
Skills
About This Role
Overview
- 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 SLAs 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 Sev1 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.
- Knowledge of Windows Active Directory, Microsoft Exchange Server, common 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 networks (WAN): NAS and/or SAN storage technologies. Oracle Technologies, Linux, Microsoft servers, firewalls, and VPN network protocols such 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 and Microsoft Hyper-V
- Knowledge of enterprise backup facilities and how they function.
- Knowledge of Microsoft SharePoint, Azure, and cloud technologies.
- 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 demonstrated ability making use of these tools resolving these issues in complex and globally diverse environments.
- Experience supporting SIP and/or VoIP
- Understanding of Local Area Networks and Cisco switching devices.
- Experience working in an ITIL environment and adhering to strict SLA's
Job Requirement
- Minimum bachelor’s 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 Certification is preferred
- Minimum 3 years’ professional experience in IT domain, IT Support, Systems or Networking in mid-to-large enterprise preferred.
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