Job Purpose/ Summary:

       Responsible for minimizing resolution time and decreasing call volume. Assists customers who are experiencing procedural or operating difficulties, some of which are complex.

Job Duties/ Responsibilities:

• Work across multiple shifts in a 24x7x365 operational team, driving the efficiency and effectiveness of the incident management process.
• Primarily responsible for the care and ownership of the customer relationship and infrastructure uptime and reliability.
• Act as an escalation point.
• Make decisive, educated decisions to minimize an incident’s resolution time.
• Prioritize and manage multiple incidents simultaneously.
• Identify known issues and similar incidents that have occurred in the past and work with product support to resolve them. 
• Troubleshoot the end to end of the authentication flow with recommendations for resolution.
• Create methods of identification of issues with possible workarounds/fixes.
• Identify opportunities for service improvement and configuration standards.
• Assist teams in maintaining industry best practices.
• Compile and distribute root cause analysis reports.
• Establish and grow relationships with key clients and technology contacts.
• Train and share knowledge in areas of expertise with junior staff members.
• Be available and motivated to improve NOC operations.
• Engage with the NOC Team, be available to answer questions.
• Take issues as requested by leadership or when a technician appears to need assistance.
• Work with junior team members to troubleshoot daily issues.
• Act as a mentor.
•  Present training opportunities to the leadership team.
• All other assigned duties and responsibilities not otherwise listed above.

Education:

• Bachelor’s degree in Computer Science, Engineering, or related major or equivalent combination of formal education, training, and work experience.

Experience:

• Minimum 2 years of experience in an Operations Command Center/NOC environment.
• Simple Network Management Protocol (SNMP) experience and Basic Routing experience preferred.
• Extensive technical experience in a strong individual contributor role.
• Experience working in a process-driven environment.

Licenses and Certifications:

• Upon hire, must pass background screen to include employment history, college education, and license/certification verifications, and criminal check.
• CCNA or equivalent preferred.

Knowledge:

• Familiarity with networking LAN, WAN, HTTP, HTTPS, DNS, SSH troubleshooting.
• Familiarity with the following: Routing and switching, bash-shell scripting, Python, Mikrotiks, ISG/ASR, ScienceLogic and/or proactive monitoring systems, Linux (Red Hat/Cent-OS) - operating DNS/DHCP/Squid/IP tables, Grafana, Elastic search, and Web Design (HTML/Troubleshooting).
• In-depth understanding of business operations and technology platforms.

Personal Attributes:

• Ability to ask the right questions, challenge the information if the response does not fit the situation, and set actions based upon the information.
• Ability to track and proactively communicate status on unresolved issues and/or tasks.
• Demonstrated skills of leadership, collaboration, and diplomacy.
• Excellent verbal and written communication skills with the ability to clearly convey information via a variety of media (for example, computer and phone). Communicates in a way that engages the audience and helps them understand and remember the message.
• Strong organizational skills with the ability to multi-task and successfully prioritize workload.
• Ability to perform a wide variety of tasks and change focus quickly as demands change.
• Takes initiative and undertakes additional responsibilities and responds to situations as they arise without supervision.
• Strong decision-making skills with the ability to solve problems while exhibiting good judgment and a realistic understanding of issues.
• Strong customer focus with ability to demonstrate a high level of service delivery, taking extra steps to ensure customer satisfaction.
• Desire to continue to learn and develop professionally by staying informed of current industry trends, identifying opportunities for learning, and applying new concepts to improve job performance.

Work Environment:

• Office environment.
• Sedentary work that primarily involves sitting/standing, but occasionally requires climbing, balancing, stooping, kneeling, crouching, and crawling.
• Frequent use of computer/keyboard/mouse required.
• Must be able to lift/move up to 10 pounds and occasionally lift/move up to 25 pounds.
• Vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Must be willing to work a flexible schedule, including evenings and weekends. Scheduling to regularly include 1st, 2nd, and occasionally, 3rd shift.