Network Operations Center (NOC) Engineer

ZipRecruiter; San Jose (CA); Remote; USD 70,000 - 90,000; Full time

Job summary

A leading technology solutions provider has a remote opportunity for a NOC Engineer. This role involves troubleshooting, network planning, and documentation development. Candidates should possess strong communication skills and a solid understanding of network principles. Benefits include yearly bonuses and paid time off. This position is ideal for those looking for growth in a dynamic environment.

Benefits

Yearly bonus

3 weeks paid PTO

Tuition reimbursement

Qualifications

• Excellent verbal and written communication skills.
• Strong knowledge of Network troubleshooting.
• Expert understanding of networking principles.

Responsibilities

• Maintain and expand customer relationships.
• Develop documentation including user guides.
• Provide technical support for all shifts.

Skills

Communication skills

Network troubleshooting

Problem-solving

Advanced Microsoft Office skills

Experience with ticketing systems

Tools

ServiceNow

VMware

FortiGate

SonicWall

Nagios

Job description

Overview

Connection Services has a fantastic opportunity for a NOC Engineer, working Remotely. Excellent opportunity to work for a top VAR offering excellent benefits including yearly bonus, 3 weeks paid PTO, tuition reimbursement, excellent benefits, etc.; opportunity for growth.

The NOC Engineer is a key stakeholder in incident response, troubleshooting, network planning and procedures development.

Responsibilities

• Maintains and expands customer relationships through: Understanding of how to deliver quality service while adhering to service level agreements (SLAs) in a fast-paced environment
• Understands the importance of regular follow up and status updates to customer and management for outages and escalations through issue resolution
• Developing documentation including user guides, admin guides, knowledge base articles, FAQs, quick reference guides
• Providing technical firewall, server, and networking recommendations
• Demonstrating continuous improvement
• Participating in strategy planning discussions with technical, business, and client partners
• Escalating issues effectively to management, SMEs, manufacturers, software publishers, etc. to ensure timely resolution of customer outages and issues

Continually assesses, refines, and implements managed services processes and procedures by

• Monitoring incident request systems and takes ownership of L3+ requests in accordance with SOPs
• Working effectively in a collaborative and innovative team-oriented environment.
• Providing technical support for all shifts.
• Developing standard operating procedures for use across the Lifecycle and Managed Services business as needed and maintains existing processes
• Understanding the importance of keeping detailed documentation on troubleshooting steps, results, recommendations, and next steps within the system of record (i.e., ServiceNow)

Supports customers through:

• Familiarity with working from a ticketing system as part of a larger team
• Clearly communicating and following expectations of all firewalls, server, and networking engineering tasks
• Conducting network audits
• Providing solutions when encountering unfamiliar technologies, applications, and situations, figuring them out, and providing solutions that match both our clients' and our company's needs
• Creating and performing network testing (regression, functionality, and performance)
• Expert understanding of networking principals (IP addressing, subnets, routing, and switching)
• Providing an expert level of OS troubleshooting in Windows environments
• Strong knowledge of delivering support in a Microsoft client/server environment
• Expert understanding of Active Directory, DNS and DHCP
• Strong knowledge of antivirus, backups, and VMware/Hyper-V virtualization
• Expert understanding of desktop and server operating systems
• Fundamental understanding of Microsoft Endpoint Manager/Intune and/or other patching methodology

Qualifications

• Excellent verbal and written communication skills
• Advanced Microsoft Office skills to include creating presentations, creating documents in Word to included advanced formatting, creating spreadsheets to include the use of macros.
• Advanced computer knowledge with ability to operate keyboard for data entry.
• Strong knowledge of Network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users.
• Fundamental understanding of Microsoft Endpoint Manager/Intune (Cloud)
• Expert knowledge of antivirus, backups, and VMWare/Hyper-V virtualization
• Ability to troubleshoot and resolve email issues, specifically MS Outlook
• Support commonly used software, hardware, and other equipment
• Support back-office hardware, printers, software, Web Applications, and other networks
• Familiarity with the fundamental principles of ITIL/SLA
• Expert knowledge in multiple ticketing systems including Service Now, AutoTask, Zoho
• Expert knowledge of networking principals (IP addressing, subnets, routing, switching)
• Expert knowledge of OS troubleshooting in Windows environment
• Expert knowledge of antivirus, backups, and VMWare/Hyper-V virtualization
• Advanced knowledge of Desktop and Server Operating Systems (Linux)
• Expert knowledge of firewalls such as FortiGate, SonicWall, Sophos, Meraki
• Strong knowledge of monitoring software such as Manage Engine, Nagios, and SolarWinds