Open Position: Level I NOC Engineer

Department: Professional Services
Location: Bellevue, WA
Date Open: 2018-6-19

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* When applying please include your resumé and cover letter.

Job Description

Position Summary:

The Level I NOC Engineer provides support and training to all end users. This position is also responsible for performing helpdesk, server, network and/or telephony support to external customers according to Service Level Agreements (SLAs). The NOC Engineer will provide exemplary customer service by effectively consulting with users and customers on all aspects of end-user computing and will resolve or escalate accordingly

Primary Job Responsibilities:

• Provide end-user support and training; fulfill role of “help desk” for internal and remote workforce
• Perform desktop, server, network, VoIP and/or other support as customer’s Service Level Agreement (SLA’s) dictate
• Manage ticketing system, address issues based on urgency and other relevant factors
• Track and document all service activity in ticketing system; escalate and follow-up as needed
• Review, analyze, and evaluate end user IT equipment, provide technical direction to users and make recommendations for improved utilization
• Install, configure, and maintain end user hardware, software, and peripherals
• Perform and document system operations processes and procedures including installation and testing of system upgrades, failover, and configuration
• Communicate issues clearly to business and technical groups internally or externally as situation warrants
• Enforce system and network security guidelines and procedures
• Ensure back-up / disaster recovery information is current and appropriately archived
• Manage virtual infrastructure including servers and workstations
• Ensure operation of physical Security Access Controls

Other Responsibilities:

• Prepare metrics, activity and progress reports regarding projects, tasks, and operations
• Provide on call support as necessary, may require after hours or weekends
• Attend training and pursue product certifications as required
• Complete other technical and system-related projects and duties as assigned

Technical Skills required 1-3 years’ experience

• Basic knowledge of TCP/IP: Understanding of static IP addressing, DHCP, and DHCP reservation. Ability to configure all three. Ability to troubleshoot all three. Ability to determine what situation calls for the use of each. Knowledge of standard ports (e.g. 443 SSL/https, 80 http, etc…) Understanding of public and private IP addresses
• Basic knowledge of firewalls: ability to configure client VPN connection. Understanding of rule precedence. Knowledge of NAT and port forwarding.
• Intermediate knowledge of AD and GP: Understanding of OU hierarchy. Ability to add/delete/configure users and groups. Ability to create and interpret RSOP data. Ability to troubleshoot user logon and access issues. Ability to determine client issues from server issues.
• Basic windows server maintenance: ability to find and review system or application logs to determine causes of issues. Basic understanding of core systems (Exchange, SQL, CRM, Connectwise Automate). Comfortable and reliable working on servers. Understands and adheres to change controls policies.
• Experience with PSAs and RMMs
• Basic understanding of the OSI model
• Intermediate understanding of Microsoft Office Suite: Ability to troubleshoot basic problems with office programs. Ability to configure and troubleshoot a mail profile.
• Understanding of backup/BDR systems
• McAfee EPO administration
• Experience with virtual machines and hypervisors
• Basic Knowledge of telephony

Systems/Software required to support:

• Server hardware
• VMWare
• Storage Area Networks
• Windows 2000/2003/2008/2012 Server OS
• Windows Active Directory
• Desktops/laptops/smart phones/tablets
• Windows 7 and MS Office 365
• ShoreTel- VOIP telephony
• Firewalls
• BDR System and Cloud Backups
• Video conferencing
• Anti-virus
• Trouble ticketing systems

Qualifications/Requirements:

• Associate's degree in Information Technology, Computer Science, or a related field, or equivalent experience
• Minimum of 1 years’ experience providing technical support
• Ability to prioritize and complete assigned work. Willingness to ask questions when needed. Ability and desire to learn new skills.
• Service support to external customers highly preferable
• Clear verbal and written communication skills with the ability to relay technical information to non-technical audiences
• Exemplary customer service skills
• Must be detail-oriented and provide consistent and timely follow-through
• Strong technical support and troubleshooting skills; comfortable supporting a wide range of products and technologies (see above)
• Working knowledge of support ticketing systems, managed services and Service Level Agreements (SLAs)
• Experience with ITIL or other IT Service Management platforms a plus
• Microsoft and/or Cisco certifications a plus