NOC Technical Analyst - Weekdays 3rd Shift

at BDO USA, LLP in Oak Brook, Illinois, United States

Job Description

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 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... For full info follow application link.

All qualified applicants will receive consideration for employment without regard to race, age, color, religion, sex, national origin, disability, protected veteran status, or any other classification protected by law.