Network Operation Center Engineer REMOTE
Fully Remote REMOTE, FL Technology Team
Job Type
Full-time
Description

Enjoy working from the comfort of your home! Fully Remote Position!


Skillable is the virtual labs platform built to adapt quickly in the face of constant change. A three-time Inc. 5000 company, Skillable believes validated experiences and challenge-centric learning will transform the way organizations upskill their customers, partners and employees. Industry leaders such as Microsoft, Amazon, IBM, Veritas, Global Knowledge and New Horizons trust Skillable’s full stack lab development and hosting platform, generating nearly 5 million lab launches to date in 2021 and more than 20 million lab launches over its tenure.
  

Skillable is currently seeking a Network Operations Center Engineer. The Network Operation Center Engineer is responsible for monitoring out production applications using all monitoring tools provided, the production software itself and any other means by which you need to ensure all issues are caught proactively. The role is also responsible for owning and managing all incident reports from start to resolution with system health monitoring/management, customer/internal team communications, tracking and documenting all defects and resolutions in detail through a designated ticketing system. Troubleshooting/triage of issues within their defined areas.


This position is completely remote; therefore, a qualifying candidate is expected to have a home workspace that includes a private, quiet area for meetings and conference calls and there may be occasional travel.  The NOC team provides 24x7x365 support to the company and therefore some NOC positions require an after-hours schedule.  The role also includes an on-call escalation rotation.


Reporting Structure


The NOC Engineer reports directly to the NOC Manager and is a member of the NOC Team 


Essential Functions  


1.Be the lead and point person for all Incident Management.

  •  Own the issue from inception to close
  •  Get information and report it effectively and timely to the company and external support pages according to documented and agreed to procedures

2. Ticket Management:

  • Respond to and resolve tickets within the SLA
  • Ensure tickets are tagged appropriately
  • Escalate issues as needed

3. At all times have a thorough understanding of all aspects of our production software applications and services, including all   features, functions, and capabilities


4. Be familiar with high priority clients/programs and general users


5. Maintain a knowledge of service architecture, design, resource configuration, and business impact of events and symptoms


6. Expertise in monitoring tools


7. Knowledge of service subject matter and business processes.


8. Knowledge of incident models, diagnostic tools, methods.


9. Analytical skills


10. Clear and professional communication skills, both written and verbal


Job Duties & Responsibilities


1. Support other internal departments as needed:

  •  Report and document issues for Platform Team 

2.  Develop and maintain best practices:

  •  Provide feedback on the self-help articles available to users/clients
  •  Identify macros, task lists, etc. within ticket management (Zendesk) that may be utilized to improve ticket consistency and/or efficiency
Requirements

Job Specifications 


1. Strong understanding of the following Lab on Demand platform aspects:

  •  Hyper-V, VMware, and/or Cloud Slice (Azure, AWS)
  •  Interacting with storage, hosts, file shares, etc.
  •  Understanding of the content distribution system of LOD
  •  Understanding of how LOD manages lab hosts
  •  Understanding of virtual disk management
  •  Understanding of virtual networking
  •  Content creation and management using the markdown tools in the Lab on Demand IDLx editor

2. Strong ability to troubleshoot using many different resources

3. Familiarity with the Windows and Linux operating systems

4.  Familiarity with major cloud provider platforms (Azure/AWS/Google)

5. Comfortable working from home and a self-motivator

6.  Ability to multi-task and prioritize


Physical Demands 


1. Ability to frequently remain in a stationary position. 

2. Ability to frequently communicate and exchange accurate information. 

3. Ability to constantly operate equipment such as telephone, computers, etc. 


To perform this job successfully, an individual must be able to perform each essential job function assigned satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. 


If you meet the above requirements and are looking for a rewarding career, please take a moment to share your background with us by applying online. Skillable is an Equal Opportunity Employer and offers full-time employees a robust benefit package, to include: Medical, Dental, Vision, Prescription, Healthcare Savings Account, Flexible Spending Account, Dependent Care Reimbursement Account, Retirement Savings Plan (100% match of employee 401(k) contributions up to 3% of their compensation, then 50% matching contribution of next 2% of employee's compensation), Wellness Program and reimbursement, Travel Assistance Program, Short-term Disability, Life and AD&D, Accident Recovery, Employee Assistance Program, Long-term Disability, Critical Care, Cancer Care, Hospital Indemnity, Discount Program, Home Office/Communication Reimbursement, Generous Paid Time Off,  Sick Time, Personal Time, 10 Company Recognized Holidays,  1 Floating Holiday, Employee Recognition Programs, Company Trips, and even Pet Insurance!