Sr. NOC Engineer
Summary
Senior NOC engineer at Global Data Systems providing expert-level support of client infrastructure: independently resolving escalated tickets within SLAs, implementing technology remotely and on-site, documenting work in ConnectWise, maintaining SOPs, and providing on-call coverage including nights, holidays, and weekends.
The Sr NOC Engineer role provides expert level contributions to internal and external projects, engagements, and incidents while working independently, as well as, with other engineers and support vendors to implement technology, diagnose problems and bring about successful resolution within designated Service Level Agreements (SLAs), Scopes of Work (SOWs), and / or Standard Operating Procedures (SOPs).
ESSENTIAL DUTIES AND RESPONSIBILITIES
The essential functions include, but are not limited to the following:
- Available to work irregular hours and provide on-call support, to include nights, holidays and weekends remotely and/or onsite at local Global Data Systems’ office and/or customer premises.
- Independently resolve assigned / escalated tickets.
- Provide remote and/or field implementation and support services as designated in an engagement/project.
- Maintain and support designated environment(s) infrastructure based on latest advanced technologies and methodologies.
- Provide and sustain exceptional customer service to internal and external customers; communicate appropriately and professionally with customer designees.
- Stay current on industry best practices.
- Provide reports for internal and external use as directed.
- Participate in the development of assigned Customer Reviews.
- Manage assigned tickets, activities, projects in approved software (ConnectWise) and ensure all activity and project time is properly and thoroughly documented.
- Ensure the timely and effective resolution of customer issues represented by tickets on various Operations ticket boards and in accordance with various SLA obligations.
- Ensure assigned tickets are documented thoroughly to reflect time and work required for implementation or resolution of issue.
- Participate in Operations meetings for departmental, process, and project planning.
- Create / maintain SOPs (Standard Operating Procedures) as it pertains to the troubleshooting and configuration of customer / GDS managed equipment.
- Follow all GDS Change Management processes and procedures.
- Provide training and knowledge transfer to the team as needed and directed.
- Performs other duties as assigned.