Network Operation Center Engineer - Night Shift

$59,500 - $95,500/Yr

Xylem - Yellow Springs, OH

Full-time

Yellow Springs, OH

10,001+ employees

Computer and Electronic Product Manufacturing

About the position

The Network Operation Center Engineer at Xylem is responsible for providing support for hosted customers and public cloud implementations, as well as maintaining documentation. This role requires working night shifts and involves logging issues, managing escalated support cases, performing root cause analysis, and collaborating with internal teams to improve customer support methods. The engineer will also participate in volunteer activities through the Xylem Watermark program.

Responsibilities

• Log and document all issues in our issue tracking system, updating cases as needed until resolved
• Own and manage escalated support cases
• Perform root cause analysis to completion and resolution
• Manage case load to meet defined service levels
• Provide feedback on how to improve the product
• Help improve customer support methods and processes
• Work cross functionally with other Internal teams
• Participation in Xylem Watermark volunteer activities

Requirements

• Must be able and willing to work flexible shifts, including nights/weekends
• College degree in a technical field or equivalent experience
• Minimum 2 years of experience in IT support / Desktop Support
• Strong operating systems knowledge - Linux/Windows/VMware
• Knowledge of networking fundamentals
• Strong troubleshooting skills
• Experience with ticketing systems (JIRA/Salesforce/Remedy)
• History with document collaboration tools (Confluence/Wiki)
• Strong verbal/communication skills required
• Ability to adapt and work in a fast pace environment
• Ability to work collaboratively within a team environment of engineers to meet aggressive goals with high quality standards
• Good analytical and debugging skills, strong software/OS aptitude, a meticulous approach to analyzing and resolving technical problems
• Knowledge and experience to maintain technical processes/documentation and automations/scripts

Benefits

• Paid Volunteer Program (Xylem Watermark)
• Diversity, Equity, and Inclusion initiatives
• Employee Resource Groups (ERG)