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Connection · 5 hours ago

NOC Engineer

Illinois, United States

Full-time

Onsite

Mid Level

$44/hr - $57/hr

Connection is a company that guides the connection between people and technology, focusing on IT solutions. The NOC Engineer will maintain customer relationships, provide technical support, and develop documentation while ensuring service level agreements are met.

ComputerEnterprise SoftwareGovernmentInformation ServicesInformation TechnologyService IndustrySoftware

No H1B

Responsibilities

Maintains and expands customer relationships through:

Understanding of how to deliver quality service while adhering to service level agreements (SLAs) in a fast-paced environment

Understands the importance of regular follow up and status updates to customer and management for outages and escalations through issue resolution

Developing documentation including user guides, admin guides, knowledge base articles, FAQs, quick reference guides

Providing technical firewall, server, and networking recommendations

Demonstrating continuous improvement

Participating in strategy planning discussions with technical, business, and client partners

Escalating issues effectively to management, SMEs, manufacturers, software publishers, etc. to ensure timely resolution of customer outages and issues

Continually assesses, refines, and implements managed services processes and procedures by

Monitoring incident request systems and takes ownership of L3+ requests in accordance with SOPs

Working effectively in a collaborative and innovative team-oriented environment

Providing technical support for all shifts

Developing standard operating procedures for use across the Lifecycle and Managed Services business as needed and maintains existing processes

Understanding the importance of keeping detailed documentation on troubleshooting steps, results, recommendations, and next steps within the system of record (i.e., ServiceNow)

Supports Customers Through

Familiarity with working from a ticketing system as part of a larger team

Clearly communicating and following expectations of all firewalls, server, and networking engineering tasks

Conducting network audits

Providing solutions when encountering unfamiliar technologies, applications, and situations, figuring them out, and providing solutions that match both our clients' and our company's needs

Creating and performing network testing (regression, functionality, and performance)

Expert understanding of networking principals (IP addressing, subnets, routing, and switching)

Providing an expert level of OS troubleshooting in Windows environments

Strong knowledge of delivering support in a Microsoft client/server environment

Expert understanding of Active Directory, DNS and DHCP

Strong knowledge of antivirus, backups, and VMware/Hyper-V virtualization

Expert understanding of desktop and server operating systems

Fundamental understanding of Microsoft Endpoint Manager/Intune and/or other patching methodology

Qualification

Network troubleshootingOS troubleshootingNetworking principlesFirewall expertiseMicrosoft Endpoint ManagerTicketing systemsAdvanced Microsoft OfficeITIL/SLA familiaritySupport softwareHardwareCommunication

Required

Excellent verbal and written communication skills

Advanced Microsoft Office skills to include creating presentations, creating documents in Word to included advanced formatting, creating spreadsheets to include the use of macros

Advanced computer knowledge with ability to operate keyboard for data entry

Strong knowledge of Network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users

Fundamental understanding of Microsoft Endpoint Manager/Intune (Cloud)

Expert knowledge of antivirus, backups, and VMWare/Hyper-V virtualization

Ability to troubleshoot and resolve email issues, specifically MS Outlook

Support commonly used software, hardware, and other equipment

Support back-office hardware, printers, software, Web Applications, and other networks

Familiarity with the fundamental principles of ITIL/SLA

Expert knowledge in multiple ticketing systems including Service Now, AutoTask, Zoho

Expert knowledge of networking principals (IP addressing, subnets, routing, switching)

Expert knowledge of OS troubleshooting in Windows environment

Expert knowledge of antivirus, backups, and VMWare/Hyper-V virtualization