Vacancy caducado!
NOC Technician Job Responsibilities
- Responsible for working in a 24x7 Network Operations and Security Operations Center environment.
- Monitor systems within the Overwatch Control Center (OCC), triage issues, respond to events, and provide situational awareness to company leadership and customers.
- Responsible for Incident Triage / Incident Management and timely reporting and escalation of issues. Provide Incident Response (IR) support as required
- Follow standard OCC procedures; accurately log and update all events using incident/call tracking software.
- Ensure timely and accurate communication to customers and escalation teams within.
- 1 - 3 years of experience in a Security Operations Center or Network Operations Center.
- Top notch Customer Service
- identification, investigation, remediation and customer confirmed closure
- Competencies in ITIL v3 framework: incident management, request management, change management and data analysis
- Tracking and managing trends in networking and security activity
- Support ticket methodology and tools. (i.e. Service Now, Remedy. Etc.)
- Basic Networking concepts - knowledge of TCP/IP Protocols, network analysis, and network/security applications
- Top notch Customer Service
- Displays focus and calm under pressure, works to implement the most effective solution.
- Critical thinker that can apply logic to problem solving in complex situations.
- Team player that values winning for the organization over self-achievement.
- Working knowledge on one or more of the following tools: Cisco AMP, FireSight, Umbrella, Ironport, Splunk, SolarWinds, Carbon Black, and all Microsoft Office products and collaboration tools.
- One or more of the following certifications: CompTIA Security+, CompTIA Network+, CCENT or ITIL Based Certification - Practioner level | Solarwinds Certified Professional | Splunk Core Certified Power User
- A desire to learn and improve through education and mentorship/ learning from others.
- Monitor, analyze, and triage all alerts within the stated Service Level Agreements.
- Maintaining agreed upon Service Level Agreements with customers
- Resolve incidents or facilitate escalation to Tier 2.
- Respond to all inbound service requests initiated (phone or email)
- Document all activities during an incident and provide leadership with status updates during the life cycle of an incident.
- Track trends, statistics, and key figures for each assigned client
- Assist with the development of processes and procedures to improve incident response times, analysis of incident, and overall OCC functions.
- Communicate Daily Shift Change Report
Vacancy caducado!