The NOC and Infrastructure Engineer is responsible for monitoring the health of mission critical systems associated with both internal infrastructure and customer facing systems. It also supports a combination of telecom/IT support, cloud infrastructure and data center operations. Network Operations staff work closely within the department and various tech teams (Engineering, Product, Architecture, Systems Administration, Database Administration, Network Engineering, etc.) to ensure our monitoring and support solutions are applied in a deliberate, measured, and precise way. The NOC provides both first line support in troubleshooting and is integral to quickly building incident response, while providing ancillary support as needed.
Key Responsibilities:
- Foster and leverage formidable insight into internal and external infrastructure to facilitate escalation, resolution and documentation of incidents/issues.
- Assist in execution of change controls and software upgrades.
- Solve problems directly or coordinate problem resolution between internal/external parties.
- Monitor customer tickets and respond in a timely manner.
- Perform remote hands services.
- Maintain server room and data center areas; install circuits/cabling, inventory assets, maintain good housekeeping and documentation.
- Participate in long-term projects to improve NOC tools or procedures.
- Inventory of licensed facilities to include data circuits, power, etc.
- Receive deliveries, and store or install equipment as needed.
- Additional duties as assigned by NOC Manager.
Technical knowledge and Skills required:
- General knowledge of networking and operating systems.
- Knowledge of copper and optical based data cabling, termination and testing.
- Direct experience with network monitoring and ticketing software.
- Proficiency with productivity software and various web browsers.
- Ability to work independently to complete complex projects and tasks.
- Solid analytical and problem solving skills.
- The ability to communicate complex technical problems concisely and professionally.
- Effective self-directed time management.
- Flexible schedule, this position will involve weekend, holiday and evening support.
- 2+ years of applicable Network/Service Operations experience in support of a IaaS, PaaS, SaaS, Data Center or ISP/Telecom environment.
- Candidates without direct Network/Service Operations experience must demonstrate 4+ years of applicable experience within an Information Technology role.