NOC Engineer

WGU; United States; On-site; USD 81,000 - 122,000; Full time

Benefits offered by this job

Bonuses

Health insurance

Dental

Vision

Telehealth

HSA

FSA

Job summary

WGU is seeking an App Support Technician to monitor and assure the uptime of critical systems. The role requires diagnosing alerts, documenting incidents, and coordinating escalation to ensure timely resolution.

The candidate should have a Bachelor's degree in a related field and 2 years of experience with monitoring tools, Active Directory, AWS services, and ServiceNow. Domestic travel may be required for team collaboration and enterprise support.

Qualifications

• Bachelor's Degree in Computer Information Systems, Computer Science, or related field.
• 2 years of experience as an App Support Technician or similar.
• Proficiency with Salesforce, SSO, Active Directory, Office365, Google Apps Admin, PAMS, Scheduling Management Applications, OnBase, Remote Desktop Access, Oracle, and SQL.
• Experience in using monitoring software (Zabbix, New Relic, Datadog) and IIQ/Banner.
• ServiceNow admin experience.
• Strong knowledge of AWS services.

Responsibilities

• Monitor performance and availability of systems using diversified tools.
• Respond to alerts, diagnose issues within the SLA, and troubleshoot outages.
• Track and document issues; compile incident reports.
• Coordinate issue escalation and hand-off for timely resolution.
• Review performance reports and identify trends to predict future issues.
• Collaborate with technical teams to create or update knowledge base articles.
• Perform other job-related duties as assigned.

Skills

Analytical skills

Problem-solving

Communication

Independent work

AWS knowledge

JavaScript

PowerShell

Active Directory

Education

Bachelor's Degree in Computer Information Systems, Computer Science, or related field

Tools

Salesforce

Single Sign-On

Active Directory

Office365

Google Apps Admin

PAMS

OnBase

Remote Desktop

Oracle

SQL

ServiceNow

Zabbix

New Relic

Datadog

Job description

If you're passionate about building a better future for individuals, communities, and our country-and you're committed to working hard to play your part in building that future-consider WGU as the next step in your career.

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:

Grade: Technical 404

Pay Range: $81,300.00 - $121,900.00

Job Description

• Monitors the performance and availability of our systems using diversified tools.
• Responds to, identifies, and determines alerts and confirms issues as they happen within the SLA. Diagnoses and troubleshoots availability issues.
• Tracks and documents issues and compiles incident reports.
• Coordinates issue escalation as appropriate, ensuring proper hand-off and timely resolution.
• Collects and reviews performance reports for various systems and reports trends in hardware and application performance to help senior technical personnel predict future issues or outages.
• Works with internal technical and service teams to create or update knowledge base articles.

Performs other job-related duties as assigned.

KSAs

• Strong analytical and problem-solving skills balanced with effective communication and excellent customer service skills. Exceptional verbal and written communication skills.
• Ability to work independently, analyze issues, and make decisions with minimal management intervention.
• Proactively involves key technology infrastructure teams when necessary.
• Ability to anticipate potential obstacles and develop contingency plans to overcome them. Awareness of new and existing technologies, architecture, and best practices.
• Ability to manage multiple issues simultaneously in a high-pressure environment where change is commonplace. Ability to handle multiple interruptions and multi-task effectively.
• Ability to diligently follow standards and best practices for many different technology areas. Strong understanding of AWS systems and the essential services that AWS provides.
• Advanced knowledge of network and infrastructure topology. Ability to work flexible hours. Ability to code using JavaScript.
• Strong understanding of AD and PowerShell.

Minimum Qualifications

• Bachelor's Degree in Computer Information Systems, Computer Science, or related field.
• 2 years of experience as an App Support Technician in Problem Management or similar experience. Basic Python coding experience.
• Proficient in Salesforce, Single Sign-On Management System, Active Directory, Office365, Google Apps Admin, PAMS, Scheduling Management Applications, OnBase, Remote Desktop Access Applications, Oracle, and SQL.
• Admin experience in ServiceNow.
• Experience in using monitoring software (Zabbix, New Relic, Datadog); IIQ experience Banner experience. Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements. Generally, equivalent relevant experience is defined as 1 year of experience for 1 year of education and is at the discretion of the hiring manager.

Preferred Qualifications

• Linux+ Certification
• AWS Certified Practitioner Certification
• ComptiaA +, ComptiaNet + Certification
• ITIL Foundations

Position & Application Details

Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account