Elevate

About Elevate

The NOC Technician II is responsible for: responding to user reports of application outages, monitoring system events, monitoring automated job processing, escalating to the appropriate IT teams, helping prioritize response when multiple incidents are occurring, and coordinating conference calls based on defined procedures. The NOC Technician II is also responsible for requests for monitoring, holding, running, or canceling Batch jobs as well as some scheduling updates. This position may also be responsible for some types of service desk tickets, especially during non-business hours. The NOC Technician II responds to telephone calls, email, and self-service requests for technical support. He or she is also responsible for response to escalations from all third-party partners and vendors to ensure prompt internal escalation as appropriate. This position will work Monday-Thursday 9:00pm-8:00am Essential Functions Monitor system events/alerts and incident reports to ensure maximum service uptime. Serve as a level 1 / level 2 escalation point for all system-generated events/alerts and user-generated incidents. Should be able to handle basic triage and fix some issues independently. Will escalate other issues to appropriate IT team based on defined procedures. Troubleshoot and gather critical information for system events/alerts and incident reports to ensure prompt investigation following escalations to Tier 2 and Tier 3 support groups. Receive support requests by phone, e-mail, and ticketing systems. Continually expand technical knowledge. Apply understanding and knowledge of information systems products and service to assist internal users. Train new employees on all processes and procedures. Proactively search for, recognize, research, isolate, and resolve information systems problems. Coordinate escalations to appropriate technical, professional, or service personnel for appropriate services, repairs, training, and follow-up. Utilize the Enterprise scheduling system to monitor batch processes and be able to track issues and resolve. Identify issues that need post-mortem analysis meetings to identify incident root cause and lessons learned and participate in meetings when needed. Work a rotating schedule including evenings, overnight, weekends, and some holidays when needed. Create procedural documentation for the knowledge base. Work with ET Support teams to gather knowledge and take ownership of additional troubleshooting and resolution tasks. Education and Experience 2-4 years hands-on NOC experience in a medium to large distributed systems environment Experience with standard systems administration for Windows servers, including understanding services, permissions, basic troubleshooting, installing software, and performing system updates Experience working with virtual machines and hosts Able to apply a systematic approach to troubleshooting and problem solving Communicates clearly, professionally and in an understandable manner with a wide range of people such as Sr. leadership, customers, and vendors Demonstrated analytical and problem-solving skills, and the ability to organize and prioritize several projects and tasks at one time Knowledge in the following technical disciplines desired: tiered distributed systems architecture, IP networks, understanding of industry standard network topologies, strong troubleshooting capacity for network and server systems Must be detail-oriented, security conscious, and proficient in troubleshooting Strong knowledge of desktop support tools as well as Microsoft Office Word and Excel Ability to work and communicate effectively in a team environment Must be punctual and dependable Core Traits Takes ownership of decisions, actions, challenges, and solutions Applies keen problem-solving skills to implementing cost-effective solutions Demonstrates refined written and verbal communication skills, fosters open communications, listens effectively, and builds strong partnership networks that result in consistent forward momentum Skilled at solving challenges in a directed, methodical manner and analyzes the current issue to envision creative solutions Takes initiative to complete critical tasks, especially in team settings with dependencies on other people Works effectively in the face of stress, ambiguity, difficult situations, and shifting priorities Steps outside of “comfort zone” to tackle new issues/challenges in an aggressive manner; deals well with ambiguity in a fast-paced, cutting-edge, and entrepreneurial environment Challenges the status quo to generate new ideas and implements unique solutions to fix challenging problems Collaborates and openly seeks and shares information across teams and departments Has a solid background in his or her technical field and continually augments experience and skills with the latest research results and techniques Demonstrates a bold commitment to the total alignment of actions, words, and professional beliefs Qualifications Skills Behaviors: Motivations: Education Experience Licenses & Certifications

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Company Info

Legal Form: LTD

Company Type: Private

Company Size: 1001 - 5000

Revenue: 25 - 50 million (USD)

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Job Ads found: 1382

Job Ads per Month: 35.4

Hiring Locations: 48

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