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Noc Technician - 61820449 - JF

Job Code: 61820449
Job Location: Denver, CO
Category: Software Engineering
Last Updated: 04/30/2018
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Job Description:
Responsibilities –
• Primarily performs the role of Incident Agent. Effectively use monitoring tools and respond to alerts that impact the environment. Perform initial triage and determination of system faults and performance issues; Create incident tickets and assign to the appropriate Incident Assignee group. May also perform the role of Incident Assignee and/or Incident Analyst managing trouble tickets, troubleshooting, resolving, assigning and escalating as appropriate for timely resolution and response, retaining ownership to bring the incident to a close. • Provides guidance, mentoring, and coaching to Level 1 Operators to ensure they have the necessary information and processes. • Monitor the network to ensure that all agreed Service Levels are met. Detect service degradation and/or failures in power, communications equipment, software, or circuits. • Answer daily calls for support related to NOC issues. Ensure resolutions and documentation requirements are followed in resolving issues and assigning the NOC incident to the proper area for Root Cause Analysis. • Provides support and coordination for High Priority Incidents. • Ensure all control center, emergency response, and dispatch processes, and administrative processes are followed and in compliance with regulatory requirements. • Ensure the Problem and Escalation Management procedures are correctly followed and that all problems are recorded in the appropriate problem management tools. • Collects configuration changes resulting from repair; tests and identifies procedures to improve support; contributes to knowledge base content. • Ensure network changes are incorporated and communicated effectively. • Works special projects as assigned by management.
 
Requirements:
• Bachelor's degree in business, or related discipline or an equivalent combination of education and experience • 5 years of experience in operations, process management, process improvement in IT operations • The team is looking for Level 1 candidates that have previous enterprise NOC experience not a traditional helpdesk/desktop support person. Candidates need good OSI Layer 1,2 and 3 experience. Additionally, ideal candidates should have older telecom experience such as TDM Multiplexing, Cisco (Nexus OS), Sienna (300 series or 600 series devices), and Ruggedcom. Previous carrier level/telecom management experience is preferred (maintaining the system, experience with carriers such as AT&T, Sprint, Century link, Verizon). Demonstrated ability to work in a diverse and rapidly changing business environment, integrating with multiple groups and vendors, working as part of a team in achieving desired objectives; strong interpersonal skills, customer focus, communication, time management and analytical abilities. • Ability to manage pressure associated with multiple, simultaneous high-impact tasks routinely; prioritize and dispatch resources efficiently. • Excellent interpersonal skills, oral and written communication skills. • Must be willing to work diverse schedules in a 24x7, 365 day environment, including an on-call rotation.
 
For more information about this position, please contact the Entegee New Hope, MN office at 763-577-9000 or softwareteam@entegee.com.
 
Please reference job # 61820449JF
 
Equal Opportunity Employer
Minorities/Women/Veterans/Disabled
 
 

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