|
Career
|
Network Operations Center Analyst Ii2

Network Operations Center Analyst II

Arraya Solutions is looking for a Network Operations Center Analyst II to join our Managed Services team!

As the Network Operations Center Analyst II, you will provide technical support assistance for customers with a primary focus on supporting enterprise infrastructure technologies.  This role is responsible for the resolution and fulfillment of more complex incident and service requests, implementation of infrastructure change records, and assisting with project work appropriate of a junior engineer.

This role will work directly with customers to review incidents and perform initial troubleshooting of unresolved issues. They will focus on remediation of incidents generated through a remote monitoring tool and perform recurring maintenance tasks as assigned by the Manage Services Network team. The ideal candidate will be passionate about supporting customer operations, be detail oriented, have a strong technical background, and desire to learn. This is a level 2 position that will provide first line of escalation for NOC team.

This position reports to the Network Operations Center Supervisor.

Responsibilities

  • Proactively monitor a variety of applications, operating systems, servers, and network components to maximize uptimes and stability of business-critical services
  • Isolate, troubleshoot, and resolve network issues on layer 1, layer 2, and layer 3 devices
  • Provide technical support for incidents and problems involving network technologies
  • Perform routine maintenance tasks in support of customer operations
  • Work and document incidents in ITSM tool
  • Respond to server, network, or storage alerts as 2nd level of support and liaison between 3rd Level engineers
  • Participate in major incident bridges and provide technical troubleshooting
  • Assist in creation of documented NOC standards and procedures
  • Communicate, internally and externally, the status of the incident ticket/service request directly with the customer or broadcast to a larger audience as defined per SLA
  • Manage service requests ensuring adherence to SLAs
  • Assist with hardware and software vendor evaluation and recommendations
  • Mentor and cross train NOC Administrators on existing and new technologies
  • Provide feedback on enhancements and opportunities for improvement to ITSM and RMM configurations
  • Participate in building asset management database (CMDB)
  • Escalates complex issues to NOC supervisor
  • Train and certify on supported technologies

Requirements

  • 3-4 years’ experience directly working in a NOC or as a system administrator role
  • 3-4 years’ experience utilizing network fundamentals to troubleshoot VLAN’s, subnetting, DNS, DHCP, IP addressing, and routing
  • 3-4 years’ experience with diagnosing and resolving system health issues related to both cloud and on-premises storage infrastructures
  • Experience supporting virtual environments like VMWare is preferred
  • Achieved or working towards certifications to advance your knowledge on supported technologies. These include but are not limited to Network +, CCT, CCNA, AZ-104, or others
  • Demonstrated ability to communicate and collaborate with other team members
  • Demonstrated ability to manage workload and make productive use of time
  • Experience managing incidents and problems in one or more enterprise class ITSM platforms (ServiceNow, BMC Remedy, SolarWinds, ManageEngine, Kaseya)
  • Excellent communication, documentation, and customer-facing skills
  • Strong analytical and creative problem-solving skills
  • A desire to continue learning about emerging technologies
  • Demonstrated ability to manage workload and make productive use of time
  • Experience managing incidents and problems in one or more enterprise class ITSM platforms (ServiceNow, BMC Remedy, SolarWinds, ManageEngine, Kaseya)
  • Excellent communication, documentation, and customer-facing skills
  • Strong analytical and creative problem-solving skills
  • Ability to understand the Customer’s business objectives
  • Ability to work independently and execute tasks/troubleshoot with a sense of urgency
  • Detail-oriented with the ability to multitask
  • Certification in ITIL v4 a plus
  • A desire to continue learning about emerging technologies

  Job Type & Expectations

  • This is a full-time position, (40) hours/week
  • Work is performed in a 24×7 operations environment with on-call participation

If you want to work in an exciting, fast-paced environment with an opportunity for learning and development, please reach out to us today! Please send resumes and cover letters to hiring@arrayasolutions.com or CLICK HERE.