Job Title: NOC Analyst
Job Location: Remote (must work MT)
Eligibility/Clearance: Must be authorized to work in the US
Job Description: Our client has implemented an enterprise cloud
environment, including a proven integrated Network Operations Center
(NOC) along with infrastructure engineering teams. The NOC supports
network management functions for our multi-tenant cloud services
offering distributed support across multiple data centers/sites.
The organization is a very fast-paced, leading-edge environment.
Superior customer focus and issue resolution skills are a must. This
position requires ability to work independently as well as within
groups. Sensitivity to accuracy, timeliness, and professionalism in all
areas of support activity are imperative.
The NOC Analyst will provide direct support as an important part of the
Federal Cloud Network Operations Center. Contacts will be received from
tenant program technical staff that may include potential issues with
AWS, Microsoft Windows Server, Linux, and other assorted tool sets. The
successful Administrator will be able to leverage personal talent and
experiences, Knowledge Articles, and advanced technical staff to resolve
a multitude of cloud platform issues. This position will enable the
employee to gain experience and promotions into security, networking, or
cloud infrastructure positions within the team.
Essential Duties and Responsibilities:
- System administration.
- Patching systems.
- System troubleshooting.
- Working with monitoring tools.
- Meeting and Working with directly with clients on IT needs.
- Perform other duties as assigned by leadership.
Essential Duties and Responsibilities:
- Record and triage incoming client and customer calls, emails, and
system alert notifications
- Help provision new tenants in an AWS cloud environment to include
deploying VMs, perform access management activities, and conduct
patch/remediation efforts
- Troubleshoot, resolve, and/or escalate software, hardware, security,
and network issues
- Troubleshoot, resolve, and/or escalate cloud platform and application
issues within public (AWS) cloud environments.
- Execute periodic performance customer contact reports
- Extend personal capabilities through local training, reading, and
technical project work
- Ticket management and auditing
- Train end users in the use of equipment and software
Position Requirements:
- Demonstrated experience with Windows and non-Windows server
configuration, administration, and monitoring
- Demonstrated troubleshooting skills in networking and storage
management
- Experience working in a process-oriented workflow environment; ITIL
experience preferred
- Experience working with multi-tiered ticket handling/resolution
systems
- Professional verbal and written communication skills required, capable
of contributing to Knowledge Management
- Ability to react to dynamic industry and rapid changes in information
technology
- Ability to manage multiple priorities in a fast-paced environment
- Experience supporting large enterprise IT environments
- Experience creating, modifying, and following standard procedural
documents
- Knowledge of the Cherwell Service Management platform or ServiceNow
platform desired
**Must be able to pass a background investigation and obtain a 6C level
of clearance**
Minimum Requirements
- Bachelor's degree with 3+ years of experience.
- May have additional training or education in area of specialization.
- Develops solutions to a variety of problems of moderate scope &
complexity.
- General application of concepts & principles.
- Contributes to the completion of organizational projects & goals.
- Frequent use and general knowledge of industry practices, techniques,
and standards.
- Applies knowledge and skills to complete a wide range of tasks.
- Communicates on complex or sensitive issues or drafts such responses
for supervisor or manager.
Preferred Skills and Qualifications:
Certifications:
-ITIL Foundation certification preferred
Experience:
2-5 years of directly related experience in:
-Workstation/server administration
-Network support and communications troubleshooting
-Security alert management
-Customer issue resolution and support
Arena Technical Resources, LLC, (ATR) is an Equal Opportunity Employer
(EOE) who will provide equal employment opportunity to employees and
applicants for employment without regard to race, ethnicity, religion, color, sex,
pregnancy, national origin, age, veteran status, ancestry, sexual orientation,
gender identity or expression, marital status, family structure, genetic information, or
mental or physical disability.