Job #: 1664

Title: NOC Engineer


  • Westchester, NY
  • Job Type:

  • Contract
  • Contract Pay Rate:
  • $25-50
    • Anywhere
    • Posted 2 years ago
    • This position has been filled

    Provide a technical point of escalation for troubleshooting for PC Support for issues/events/outages
    · Serves as a subject matter expert in service, production, or support area of responsibility. May serve in a lead capacity.
    · Assist in the development and documentation of process and procedures
    · Drive issues related to vendor faults and outages to resolution
    · Provide surveillance of the Firm’s WAN/LAN using all applicable NOC Network and Systems Management Tools
    · Perform initial troubleshooting, problem analysis and isolation of network and system events in accordance with NOC incident management guidelines
    · Quickly identify and analyze network events from network monitoring system
    · Troubleshoot, evaluate, track, and manage network problems and recommend the best solutions while escalating to higher tiers according to NOC procedures
    · Follow through and assist in troubleshooting after escalating to engineering staff
    · Facilitate and coordinate the flow of communications between the NOC, PC Support, Engineering, as well as external vendors and third party ISP partners
    · Responsible for providing high-level network and systems operations support for the Firm and Regional Data Centers
    · Manage change tickets within the guidelines of the NOC change management procedures
    · Work with limited supervision (sometimes independently) while providing clear, documented activities to include customer or technical issues
    · Understand and respond properly to escalation procedures
    · Inform manager or Technical Lead in a clear, concise, and timely manner of any end-user or technical issues
    · Provide quality, timely and accurate end-to-end support of any issues within functional area of responsibility-this includes (but not limited to) phone, email and documentation/tracking of the incident in the ticketing system
    · Enter data into trouble ticketing system in an accurate and complete manner to document problems including diagnostic results and multiple product correlation as well as escalation and repair performance information
    · Escalate outage events and or impairments to appropriate individuals and organizations, when not resolved in the prescribed amount of time
    · Monitor and track scheduled network maintenance activities in applicable tools analyzing the duration and potential impact to customers and ensuring they are consistent with approved times for these activities
    · Provide input and feedback for the development and improvement of NOC communications processes and procedures
    · Maintain a professional attitude and appearance while exhibiting a personable, polite and patient behavior at all times
    · Perform other related duties and tasks as assigned or as become evident
    · Provide administrative bridge management and oversight during network events/outages
    · Perform handover functions to incoming shift team members/management
    · Maintain a healthy collaborative relationship between Engineering and Operations
    · 7×24 Network Operations Support, as required
    What We Are Looking For—in an Operator:
    · 1-2 years Windows/UNIX Systems Administration experience
    · Shell scripting experience a plus (Perl, Korn, C, XML)
    · Thorough understanding of DNS, DHCP , CITRIX and e-mail systems
    · Thorough understanding of IP network troubleshooting
    · Thorough understanding of routing protocols (BGP, OSPF , RIP, EiGRP, IGRP )
    · Through understanding of LAN/WAN networks
    · Cisco IOS configuration experience
    · Excellent interpersonal skills with emphasis on verbal/written communication including the ability to present performance feedback effectively and conflict resolution
    · Strong customer service orientation
    · Excellent analytical and decision-making skills
    · Ability to work under pressure and within a fast-paced environment
    · Ability to work independently as well as function successfully within a team
    · Must be willing to work in an entrepreneurial environment requiring broad experience, adaptability, quick learning and excellent problem solving skills
    · Assertive to drive issues as appropriate through to resolution, while maintaining professionalism in all communications with both internal and external
    · Ability to learn and follow emergency and accident procedures
    · Solid multi-tasking and detail orientation skills
    · Must have mature judgment and the ability to relate well with others
    · Experience with network monitoring systems (EMC IONIX, NETQOS etc)
    · Strong computer skills-including solid working knowledge of Windows-based applications (Exchange, SharePoint, SQL)
    · Clear understanding of VMWARE, Clustering, SAN, NAS, Blade Centers (IBM)
    · Must be able to manage multiple projects simultaneously, including resources, priorities, and timelines and write routine reports and correspondence ,add, subtract, multiply, and divides in all units of measure and compute rate, ratio, and percent
    · The NOC is a 24/7/365 operation. Employees must be willing and able to work rotating and/or non-standard work shifts, including evenings, overnight, holidays, weekends