Job Summary:

This role is to serve as primary initial responder within the Network Operations Center in identifying and resolving network problems in afterhours support. This individual will be responsible for triaging a variety of IT solutions requests, incidents and events within the established SLAs.  This work schedule is for a non-standard business hours’ - 3rd shift supporting our 24x7 clients 4 days a week.  Once training period is satisfactorily completed, telecommute options are available.  This role is working Weekdays Mon-Thurs 3rd Shift – 12am-10am CST.

Job Duties:

Serves as primary decision maker for fault handling and escalations (identifying and responding to faults on Managed devices) following defined Incident Handling procedures Manages Network Monitoring System (NMS) for faults and alerts, as well as design enhancement/refinement of NMS to provide more insight into production Triages and alerts on client production systems within defined SLAs Manages and performs updates on Windows Endpoint/Server Infrastructure and network equipment firmware (Firewalls, switches, routers) Utilizes ticketing and monitoring system and follow proper documentation and escalation processes Stays informed of advancements in network infrastructure and technologies Assists with Service Desk end-user support during overflow periods Leverages remote support tools to resolve support requests Communicates with clients in a highly professional and timely manner Reviews KPI Metrics via dashboards, audit incident details and provide analysis, guidance and recommendations to team members Monitors and investigates the root cause of SLA breaches or procedural breakdowns  Promotes proper Incident and Change Management  Serves as an escalation point for Network Monitoring System (NMS) for faults and alerts, as well as design enhancement/refinement of NMS to provide more insight into production

Supervisory Responsibilities: 

N/A

Qualifications, Knowledge, Skills and Abilities:

Education:

High School diploma or GED, required Bachelor's degree with a focus in Information Technology or Computer Science, preferred

Experience:

Three (3) or more years of experience supporting the Microsoft operating system suite of products, to include cloud and web/networked computing environments (Azure, Windows Server and Desktop, Office 365, MS Exchange, Active Directory, etc.), required Hands-on experience with remote administration, maintenance, triage and deployment of Active Directory/ EntraID, Remote Desktop Services, Windows Server, Microsoft Exchange Server, Office 365, network switches, routers, firewalls and storage technologies, required One (1) or more years of experience leading small teams within the network operations center, service desk or help desk environment, required Experience working with network protocols, configurations, and operations, required Experience supporting system administration, NOC and Server support, required Ability to triage problems, design and identify solutions and appropriately escalate issues in fast-paced environment required Experience with Infrastructure backups such as VEEAM, Data Protection Manager (DPM), etc., preferred Experience with cloud technologies such as Azure, Azure Backups, AWS or similar cloud experience, preferred Experience with help desk ticketing systems and service desk management tools, preferred

Software

One or more of the following, required: Microsoft Operating Systems suite of products such as: Office 365, Active Directory, Azure, Exchange, Windows Server Remote Management or Monitoring/Observability Solution Software. Ex. N-Central, Auvik, PRTG, Nagios, NetFlow FortiOS or other Firewall Software Experience Complimentary experience with Microsoft Windows systems and other network adjacent systems (VoIP, SAN, Hypervisors, etc.), preferred

Other Knowledge, Skills & Abilities:

Must be willing to support weekend and after hours NOC and Service Desk  Ability to be the primary decision maker, identify solutions and appropriately escalate issues in fast-paced environment Excellent communication skills, professionalism, positive attitude and desire to learn Motivates team members and maintains a positive attitude/approach Ability to react quickly, decisively, and deliberately in high-stress, high-impact situations Excellent interpersonal and customer relationship skills Capacity to work in a deadline-driven environment while handling multiple projects/tasks simultaneously with a focus on details Capable of successfully multi-tasking while working independently or within a team environment Capable of working well under pressure while dealing with unexpected problems in a professional manner  Ability to communicate technical issues with non-technical people  Good work habits, a strong work ethic, and be able to adhere to company work hours, policies, and standard business etiquette

 

Keywords:  Office 365, Azure, SAS, SAN, LAS, NOC, Weekend, 2nd Shift, Second, Associate Engineer, Network Operations, Engineer, Tier 2, Tier Two, Level two, Active Directory, AD, Exchange, Outlook, Excel, Microsoft Office, Remote Support, Escalation, Network, Systems Administration, Systems Admin, Service Desk, Help Desk

 

Individual salaries that are offered to a candidate are determined after consideration of numerous factors including but not limited to the candidate’s qualifications, experience, skills, and geography.

California Range:  $62,000 to $92,000
Colorado Range:  $62,000 to $92,000
NYC/Long Island/Westchester Range:  $62,000 to $92,000
Washington Range:  $62,000 to $92,000