Sr NOC Help Desk Agent - Remote
Connection
Remote in Springfield, Illinois
Job Description
Overview:
Job Duties:
Connection Services has a fantastic opportunity for a NOC Administrator / Analyst , working Remotely. Opportunity to work for a top VAR with excellent benefits including 3 weeks paid PTO, and excellent benefits; opportunity for growth. *REMOTE*
Working under general supervision of the Managed Security Practice Director, relying on experience and judgement to plan and accomplish goals, the Network Operations Center (NOC) Analyst manages the day-to-day administrative tasks in the NOC, and assesses the team. The NOC Analyst reviews incident reports while developing and executing crisis communication plans to the Managed Security Practice Director and other stakeholders. The NOC Analyst provides direct support to the NOC managers. The NOC Analyst is accountable for reporting to customers and for team metric reviews. The NOC Analyst works with NOC leadership to develop and enforce existing procedures and processes for service deliverables, service level agreements, KPI’s, continuous improvement, and works with their account managers to ensure customer satisfaction and account retention. The Analyst reviews NOC performance metrics daily and runs weekly compliance reports for the Director.
Working under general supervision of the Managed Security Practice Director, relying on experience and judgement to plan and accomplish goals, the Network Operations Center (NOC) Analyst manages the day-to-day administrative tasks in the NOC, and assesses the team. The NOC Analyst reviews incident reports while developing and executing crisis communication plans to the Managed Security Practice Director and other stakeholders. The NOC Analyst provides direct support to the NOC managers. The NOC Analyst is accountable for reporting to customers and for team metric reviews. The NOC Analyst works with NOC leadership to develop and enforce existing procedures and processes for service deliverables, service level agreements, KPI’s, continuous improvement, and works with their account managers to ensure customer satisfaction and account retention. The Analyst reviews NOC performance metrics daily and runs weekly compliance reports for the Director.
Job Duties:
- Monitors incident request systems to ensure requests are being handled in accordance with contract, distributing workload efficiently, assigning tasks / duties to projects or work efforts not covered by incident request system, prioritizing tasks for staff when necessary, and attending meetings and planning sessions with customers as well as internal resource teams.
- Develops standard operating procedures for use across the Lifecycle and Managed Services business as needed and maintains existing processes.
- Maintains and expands customer relationships through Service Level Agreement reporting and demonstrating continuous improvement plans.
- Validates that time entries for engineers syncs with the correct billable time for customers thru JSI
- Continually assesses, refines, and implements service delivery processes and procedures
- Reviews and approves NOC performance metrics and compliance reports
- Assists in the capture of key service metrics and generates specialized reports.
- Opens tickets for escalated issues revealed while creating specific reports
- Remediates minor issues found during reporting.
- Participates in internal staff meetings and associated activities
- Maintains continuity in delivery during transitional states.
- Serves as first responder to operational inquiries.
• •Provides reporting to the customers on a weekly or monthly basis.
- Completes weekly metrics reports for customers
Job Requirements:
- Microsoft Office skills to include creating presentations, creating documents in Word to included advanced formatting, creating spreadsheets to include the use of macros.
- Support commonly used software, hardware, and other equipment
- Support back-office hardware, printers, software, Web Applications, and other networks
- Familiarity with the fundamental principles of ITIL/SLA
- Working knowledge in ticketing systems such as: Service Now, AutoTask, Zoho, etc.
- Working knowledge of monitoring software such as ManageEngine, Nagios, and SolarWinds
- Working knowledge of Desktop and Server Operating Systems
- Working knowledge of OS troubleshooting in Windows environment
