NOC Administrator

Company: CSS Corp Inc
Location: Draper
Posted on: March 22, 2020

Job Description:

SummaryObjective The NOC Admin supervises the shift for the alerts received to ensure the alerts are acknowledged on time and ensure its resolved as per the scope of support for CSS Corp customers. This position demands superior communications skills and conflict resolution skills. Essential Functions Maintain proficiency as a NOC Admin Supervise the day-to-day functions of the assigned monitoring team, set schedule, handle staffing requests Generate report as applicable for analysis and follow up on open tickets Coordinate with vendors Knowledge in the areas of routing, switching, IpSec, VPN and VLAN's incident resolution provide liaison between CSS and Client during incident follow-up meetings Resolves conflicts on the team, with other teams and with customer Conduct periodic trainings for the team to become proficient in technical skills conduct remedial training as needed Trouble-shoot problems to the point of failure resolve the complaint or escalate Open trouble tickets and respond to trouble tickets opened via ITSM tool Manage customer expectations Monitor trouble tickets and assure response time compliance to SLA Provide data recovery support on shared drives Maintain proficiency in an MS Windows and Linux OS, VOIP and Data Networking Support customer-specific software and applications or, other production software Support customers with IT Service Desk which offers more hands-on support than a help-desk Escalate problems when further assistance is needed, or fault isolation is at a stand-still Other Functions Supervise Monitoring functions and recommend changes in threshold settings Validate user accounts and monitoring employee terminations in the Tools as applicable to customer infrastructure Validate Customer contact information User accounts and alert profiles based on the thresholds Advise on requirements and end device security concerns as applicable to customer tools Coordinate for upgrades and patch updates Provide Metrics and Reporting (WeeklyMonthly EventsAlerts, Availability, Capacity) Prepare and submit status reports, and technical briefs, as required, to senior management and customers. Provide technical expertise at NOC meetings, as well as planning and scheduling meetings as required. Develop, revise and update procedures. Provide technical based supervisory oversight of assigned networking staff. Work EnvironmentPhysical Demands Discussing trouble-ticket activity and incidents in face-to-face meetings with team management Typing incident notes, compiling reports and troubleshooting incidents to resolution Work in a NOC Monitoring setup Prolonged sitting at a desk in a supportive office chair. Handle the requests over TicketEmailCall and managing the customer expectations Required EducationExperience and Competencies BS CS degree, or equivalent, is desired 1 - 2 years of help desk experience in a call center environment (or equivalent) is required IT Certifications A+, Network+, MCP, CCNA or other certifications are desired Willingnessability to work overtime to support customers, as needed Telephone communication skills remain empathetic and courteous while speaking to customers about frustrating, complicated IT problems Manage emotions and do not take customer complaints personally Excellent time management skills, be accountable for and properly work time and break time Good written communication skills type updates to trouble tickets to include detailed troubleshooting comments and details must demonstrate close attention to detail EEO Statement CSS Corp. provides equal opportunity in all of our employment practices to all qualified employees and applicants without regard race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age, disability or genetic information and other characteristics that are protected by applicable law. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. This description reflects management s assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned. Duties, responsibilities and activities may change at any time with or without notice.

Keywords: CSS Corp Inc, Draper , NOC Administrator, Other , Draper, Utah