NOC Technical Analyst - Weekdays 3rd Shift

$62,000 - $92,000/Yr

BDO - Oak Brook, IL

Full-time - Entry Level

Remote - Oak Brook, IL

Professional, Scientific, and Technical Services

About the position

The NOC Technical Analyst serves as the primary initial responder within the Network Operations Center, focusing on identifying and resolving network problems during after-hours support. This role involves triaging various IT solutions requests and incidents while adhering to established service level agreements (SLAs). The position operates on a non-standard business hours schedule, specifically the 3rd shift from 12am to 10am CST, four days a week, with potential telecommuting options after the training period.

Responsibilities

• Serve as primary decision maker for fault handling and escalations on managed devices.
• Manage Network Monitoring System (NMS) for faults and alerts, enhancing its design for better insights.
• Triaging and alerting on client production systems within defined SLAs.
• Manage and perform updates on Windows Endpoint/Server Infrastructure and network equipment firmware.
• Utilize ticketing and monitoring systems, following proper documentation and escalation processes.
• Stay informed of advancements in network infrastructure and technologies.
• Assist with Service Desk end-user support during overflow periods.
• Leverage remote support tools to resolve support requests.
• Communicate with clients in a highly professional and timely manner.
• Review KPI Metrics via dashboards, audit incident details, and provide analysis and recommendations to team members.
• Monitor and investigate the root cause of SLA breaches or procedural breakdowns.
• Promote proper Incident and Change Management practices.

Requirements

• High School diploma or GED required; Bachelor's degree in Information Technology or Computer Science preferred.
• Three or more years of experience supporting Microsoft operating systems and cloud/networked environments required.
• Hands-on experience with remote administration, maintenance, triage, and deployment of Active Directory, Remote Desktop Services, Windows Server, Microsoft Exchange Server, Office 365, network switches, routers, firewalls, and storage technologies required.
• One or more years of experience leading small teams within a network operations center, service desk, or help desk environment required.
• Experience working with network protocols, configurations, and operations required.
• Experience supporting system administration, NOC, and Server support required.
• Ability to triage problems, design and identify solutions, and appropriately escalate issues in a fast-paced environment required.

Nice-to-haves

• Experience with Infrastructure backups such as VEEAM, Data Protection Manager (DPM), etc.
• Experience with cloud technologies such as Azure, Azure Backups, AWS, or similar cloud experience preferred.
• Experience with help desk ticketing systems and service desk management tools preferred.

Benefits

• Employee stock ownership plan
• Opportunities for advancement
• Retirement plan