BDO USA, LLP
NOC Technical Analyst - Weekdays 3rd Shift
BDO USA, LLP, Oak Brook, Illinois, United States, 60523
Job Summary:This role is to serve as primary initial responder within the Network Operations Center in identifying and resolving network problems in afterhours support. This individual will be responsible for triaging a variety of IT solutions requests, incidents and events within the established SLAs.
This role is working Weekdays Mon-Thurs 3 rd
Shift - 12am-10am CST.Job Duties:Serves as primary decision maker for fault handling and escalations (identifying and responding to faults on Managed devices) following defined Incident Handling proceduresManages Network Monitoring System (NMS) for faults and alerts, as well as design enhancement/refinement of NMS to provide more insight into productionTriages and alerts on client production systems within defined SLAsManages and performs updates on Windows Endpoint/Server Infrastructure and network equipment firmware (Firewalls, switches, routers)Utilizes ticketing and monitoring system and follow proper documentation and escalation processesStays informed of advancements in network infrastructure and technologiesAssists with Service Desk end-user support during overflow periodsLeverages remote support tools to resolve support requestsCommunicates with clients in a highly professional and timely mannerReviews KPI Metrics via dashboards, audit incident details and provide analysis, guidance and recommendations to team membersMonitors and investigates the root cause of SLA breaches or procedural breakdownsPromotes proper Incident and Change ManagementServes as an escalation point for Network Monitoring System (NMS) for faults and alerts, as well as design enhancement/refinement of NMS to provide more insight into productionSupervisory Responsibilities:N/AQualifications, Knowledge, Skills and Abilities:Education:High School diploma or GED, requiredBachelor's degree with a focus in Information Technology or Computer Science, preferredExperience:Three (3) or more years of experience supporting the Microsoft operating system suite of products, to include cloud and web/networked computing environments (Azure, Windows Server and Desktop, Office 365, MS Exchange, Active Directory, etc.), requiredHands-on experience with remote administration, maintenance, triage and deployment of Active Directory/EntraID, Remote Desktop Services, Windows Server, Microsoft Exchange Server, Office 365, network switches, routers, firewalls and storage technologies, requiredOne (1) or more years of experience leading small teams within the network operations center, service desk or help desk environment, requiredExperience working with network protocols, configurations, and operations, requiredExperience supporting system administration, NOC and Server support, requiredAbility to triage problems, design and identify solutions and appropriately escalate issues in fast-paced environment requiredExperience with Infrastructure backups such as VEEAM, Data Protection Manager (DPM), etc., preferredExperience with cloud technologies such as Azure, Azure Backups, AWS or similar cloud experience, preferredExperience with help desk ticketing systems and service desk management tools, preferredSoftware:One or more of the following, required:
Microsoft Operating Systems suite of products such as: Office 365, Active Directory, Azure, Exchange, Windows ServerRemote Management or Monitoring/Observability Solution Software. Ex. N-Central, Auvik, PRTG, Nagios, NetFlowFortiOS or other Firewall Software Experience
Complimentary experience with Microsoft Windows systems and other network adjacent systems (VoIP, SAN, Hypervisors, etc.), preferredOther Knowledge, Skills & Abilities:Must be willing to support weekend and after hours NOC and Service DeskAbility to be the primary decision maker, identify solutions and appropriately escalate issues in fast-paced environmentExcellent communication skills, professionalism, positive attitude and desire to learnMotivates team members and maintains a positive attitude/approachAbility to react quickly, decisively, and deliberately in high-stress, high-impact situationsExcellent interpersonal and customer relationship skillsCapacity to work in a deadline-driven environment while handling multiple projects/tasks simultaneously with a focus on detailsCapable of successfully multi-tasking while working independently or within a team environmentCapable of working well under pressure while dealing with unexpected problems in a professional mannerAbility to communicate technical issues with non-technical peopleGood work habits, a strong work ethic, and be able to adhere to company work hours, policies, and standard business etiquetteKeywords:
Office 365, Azure, SAS, SAN, LAS, NOC, Second, Associate Engineer, Network Operations, Engineer, Tier 2, Tier Two, Level two, Active Directory, AD, Exchange, Outlook, Excel, Microsoft Office, Remote Support, Escalation, Network, Systems Administration, Systems Admin, Service Desk, Help DeskIndividual salaries that are offered to a candidate are determined after consideration of numerous factors including but not limited to the candidate's qualifications, experience, skills, and geography.
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This role is working Weekdays Mon-Thurs 3 rd
Shift - 12am-10am CST.Job Duties:Serves as primary decision maker for fault handling and escalations (identifying and responding to faults on Managed devices) following defined Incident Handling proceduresManages Network Monitoring System (NMS) for faults and alerts, as well as design enhancement/refinement of NMS to provide more insight into productionTriages and alerts on client production systems within defined SLAsManages and performs updates on Windows Endpoint/Server Infrastructure and network equipment firmware (Firewalls, switches, routers)Utilizes ticketing and monitoring system and follow proper documentation and escalation processesStays informed of advancements in network infrastructure and technologiesAssists with Service Desk end-user support during overflow periodsLeverages remote support tools to resolve support requestsCommunicates with clients in a highly professional and timely mannerReviews KPI Metrics via dashboards, audit incident details and provide analysis, guidance and recommendations to team membersMonitors and investigates the root cause of SLA breaches or procedural breakdownsPromotes proper Incident and Change ManagementServes as an escalation point for Network Monitoring System (NMS) for faults and alerts, as well as design enhancement/refinement of NMS to provide more insight into productionSupervisory Responsibilities:N/AQualifications, Knowledge, Skills and Abilities:Education:High School diploma or GED, requiredBachelor's degree with a focus in Information Technology or Computer Science, preferredExperience:Three (3) or more years of experience supporting the Microsoft operating system suite of products, to include cloud and web/networked computing environments (Azure, Windows Server and Desktop, Office 365, MS Exchange, Active Directory, etc.), requiredHands-on experience with remote administration, maintenance, triage and deployment of Active Directory/EntraID, Remote Desktop Services, Windows Server, Microsoft Exchange Server, Office 365, network switches, routers, firewalls and storage technologies, requiredOne (1) or more years of experience leading small teams within the network operations center, service desk or help desk environment, requiredExperience working with network protocols, configurations, and operations, requiredExperience supporting system administration, NOC and Server support, requiredAbility to triage problems, design and identify solutions and appropriately escalate issues in fast-paced environment requiredExperience with Infrastructure backups such as VEEAM, Data Protection Manager (DPM), etc., preferredExperience with cloud technologies such as Azure, Azure Backups, AWS or similar cloud experience, preferredExperience with help desk ticketing systems and service desk management tools, preferredSoftware:One or more of the following, required:
Microsoft Operating Systems suite of products such as: Office 365, Active Directory, Azure, Exchange, Windows ServerRemote Management or Monitoring/Observability Solution Software. Ex. N-Central, Auvik, PRTG, Nagios, NetFlowFortiOS or other Firewall Software Experience
Complimentary experience with Microsoft Windows systems and other network adjacent systems (VoIP, SAN, Hypervisors, etc.), preferredOther Knowledge, Skills & Abilities:Must be willing to support weekend and after hours NOC and Service DeskAbility to be the primary decision maker, identify solutions and appropriately escalate issues in fast-paced environmentExcellent communication skills, professionalism, positive attitude and desire to learnMotivates team members and maintains a positive attitude/approachAbility to react quickly, decisively, and deliberately in high-stress, high-impact situationsExcellent interpersonal and customer relationship skillsCapacity to work in a deadline-driven environment while handling multiple projects/tasks simultaneously with a focus on detailsCapable of successfully multi-tasking while working independently or within a team environmentCapable of working well under pressure while dealing with unexpected problems in a professional mannerAbility to communicate technical issues with non-technical peopleGood work habits, a strong work ethic, and be able to adhere to company work hours, policies, and standard business etiquetteKeywords:
Office 365, Azure, SAS, SAN, LAS, NOC, Second, Associate Engineer, Network Operations, Engineer, Tier 2, Tier Two, Level two, Active Directory, AD, Exchange, Outlook, Excel, Microsoft Office, Remote Support, Escalation, Network, Systems Administration, Systems Admin, Service Desk, Help DeskIndividual salaries that are offered to a candidate are determined after consideration of numerous factors including but not limited to the candidate's qualifications, experience, skills, and geography.
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