Job Title: NOC/Incident Analyst - Data Center environment
Location: Onsite at Macon, GA(2nd shift ), Rotational weekdays-This job requires working on 5 days of the week, including Saturday and Sunday)
Job Type: Long Term Contract(there is no end date you can continue working as long as you d like)
Note: we are not looking for engineers or admins. We are looking for an incident analyst who can monitor, test, and perform basic troubleshooting on network devices and systems, and escalate the problem to the concerned team.
POSITION PROFILE
We are looking for a NOC/Incident Analyst to work the 2nd shift 3 PM (Afternoon) to 12 AM (night), 5 days in a week, in a data center environment. The main responsibilities include monitoring and administering production servers, network devices, applications, and systems, and reporting to the Manager of IT Services NOC. This position is a combination of Network Operations and Incident Analysis. It requires monitoring network devices and systems, knowledge of basic troubleshooting, and problem escalation by creating tickets through the ServiceNow ticketing tool for the concerned team. Additionally, knowledge or experience in various network tools for monitoring and testing the network and associated devices is required. The role also involves working with engineers to address monitoring alerts and client issues, providing assistance in identifying and troubleshooting Windows, mail delivery, and network-related problems, as well as performing server OS and hardware maintenance, problem analysis, and system monitoring.
DUTIES AND RESPONSIBILITIES
Perform problem analysis and systems monitoring.
Perform server OS and hardware maintenance.
Physical and virtual hardware resource administration.
Utilizes various network tools for monitoring and testing the network and associated devices.
Work with engineers regarding monitoring alerts and client issues.
Provide assistance to identify and troubleshoot Windows, mail delivery and network-related problems.
Provide weekend and off-hours support as needed.
Conduct proactive systems maintenance for client servers.
Contact clients and internal staff about monitoring events as needed.
Manage outage communications between our ITS and vendors/customers.
Maintain client security levels and confidentiality of information.
Input and manage events/incidents through our ServiceNow service level management system.
Generate documentation for processes in the NOC as needed.
Learn and follow company policies and procedures.
Perform in a fast-paced high-volume environment.
Performs other duties as assigned.
[QUALIFICATIONS (Education, Experience, and Certifications)
Typically Required:
1 or more years of experience in managed IT.
Typically Preferred:
Associate degree in computer science or closely related field preferred.
Technical certifications (MCSE, A+, ITIL, CCNA, etc.]
KNOWLEDGE, SKILLS AND ABILITIES
Knowledge of networks and TCP/IP
Knowledge of Windows Server operating systems
Knowledge of Microsoft Exchange and Active Directory
Strong teamwork skills and a systems approach to technology support
Strong troubleshooting skills and a good foundation of best practices
High level of verbal and written communications
Customer service experience
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