NOC Technician

Pomeroy IT Solutions & Services is seeking to fill a Network Operations Center Technician position in either our Urbandale IA or Las Vegas NV locations.

The schedule consists of 4 10-hour days. (Days and Shift may vary dependent upon location Urbandale, IA or Las Vegas NV).

This position is a Full Time Benefited position

Benefits include Medical, Dental, Vision, 401K, Generous PTO, 4 hours of paid volunteer time & 16 hours of paid professional development.

Purpose of Position

Provides computer operations incident and problem resolution in a multi-platform, Corporate 24X7 NOC environment by performing front-line event management, 1st and 2nd level troubleshooting and diagnosis for all information technology business critical infrastructure, applications, servers, peripherals, telecommunications.

This role will be responsible for supporting all US-based BHE platforms.

Primary Job Duties And Responsibilities

Proactive Monitoring: Continuously monitor IT infrastructure, ensuring rapid and superior response to alerts. Apply troubleshooting and technical skills to diagnose and mitigate issues. Coordinate with internal and external technical service providers and business partners to resolve incidents. Use a ticketing system to track, maintain, and escalate incidents and requests.

Technical Liaison: Act as the technical liaison between other IT groups and the technology resource center. Collaborate with internal and external technical support staff, including vendors and carriers, to resolve incidents within Service Level Agreements (SLAs).

Incident Prioritization: Prioritize actions required on concurrent events identified through automated alerts, monitoring, or direct contact by internal or external technical service providers or business partners.

Coordination of Outages: Coordinate planned outages and maintenance work with internal and external technical service providers, integrating with the Incident Management process.

After-Hours Support: Provide limited after-hours support for Service Desk rollover calls according to shift.

Service Desk Support: Answer calls and provide service desk support, ensuring effective communication and issue resolution for end-users.

Education

Bachelor’s degree in computer science, Information Technology or related field; or equivalent work experience. (Typically four years of additional related, progressive work experience would be needed for candidates applying for this position who do not possess a Bachelor’s degree. A minimum of two years additional directly related technical experience is required.)

Prior Job Experience

Three years of experience in a NOC environment or similar.

Help desk: 3 years (Preferred)

Windows: 3 years (Preferred)

frontline event management: 3 years (Preferred)

IT infrastructure support: 3 years (Preferred)

Server support / management: 3 years (Preferred)

Telecommunication: 3 years (Preferred)

Level I & 2 troubleshooting & diagnostic: 3 years (Preferred)

configuring / troublshooting routers , switches & firewalls: 3 years (Preferred)

Solarwinds: 3 years (Preferred)

Knowledge, Skills, And Abilities

Technical Proficiency: Basic level analysis and design skills involving the ability to gather data on systems issues, diagnose server, voice or network alerts, events, or issues. Proficient understanding of current technologies, tools, applications, and vendors, along with knowledge of common information architecture frameworks.

Certifications: Preferably hold a networking certificate such as Cisco Certified Network Associate (CCNA) or equivalent knowledge.

Core Disciplines

Network Device Management and Troubleshooting:

Enterprise Network Routing (LAN-WAN-WLAN-DC)

Enterprise Network Switching

Enterprise Firewalls

An understanding of utility energy management and industrial control (OT) networks is desirable.

Hands-On Experience: Configuring and troubleshooting routers, switches, firewalls, multiplexer, and networking devices. Solid understanding of the OSI or TCP/IP model. Experience with network technologies such as 802.1q, HSRP, OSPF, BGP, NAT, ACLs, IPSEC, and SNMP.

SolarWinds Experience: Required experience in monitoring networks, managing nodes, and developing maps using SolarWinds.

Communication Skills: Effective oral and written communication skills.

Analytical Skills: Effective analytical and problem-solving skills.

Multitasking: Ability to prioritize and handle multiple tasks and projects concurrently.

Software Proficiency: Experience with SolarWinds for system monitoring, node management, and map development. Proficient in using Excel and Word for writing professional reports and shift turnover documents.

Work Environment and Physical Demands

Ability to prioritize and handle multiple tasks and projects concurrently.

Availability to work any shift including holidays in a 24 x 7 x 365 work environment.

Perform responsibilities with standardized processes and minimal supervision. Resolve routine questions and problems while referring more complex issues to higher levels. Ensure continuous, uninterrupted service by responding to and diagnosing first and second-tier problems through troubleshooting and analysis. Monitor all IT systems, networks, devices, and facilities to proactively identify service-impacting events.