NOC Technician – Phoenix


Position Summary:

The primary objective of the NOC Technician is to provide exceptional Tier I technical support for all issues, providing timely resolution to routine requests.  The candidate will ensure continual availability of contracted services and that all service level agreements are met.  Key support activities include monitoring; documentation and support of various managed services (e.g. Managed OS, Active Directory); connectivity troubleshooting; systems; network, facility, and security monitoring; and facility access control via the NOC environment within a 24×7 managed services data center.

In addition, the NOC Technician will be expected to assume the role of an operational subject matter lead for one or more technical fields as assigned.

The operational lead will be expected to:

  • Assume the leading operational role in assigned technical fields
  • Guide and mentor peers in assigned technical fields
  • Be responsible for knowledge distribution
  • Be responsible for advancing the organizational knowledge in
    assigned technical field

Work closely with the Engineering team in identifying technology developments in assigned technical fields that may improve operational efficiencies

Requirements:

The NOC Technician will ideally have 1-3 years documented experience resolving technical issues in a call center environment. The position requires broad-based, hands-on experience with IT service management and administration:

  • Provide hands-on support for clients unable to access services
  • Triage and escalate issues to Service Desk within Service Level Objectives
  • Function as a liaison between clients, vendors, and specialists
  • Respond to client inquires on Managed Services in a timely manner
  • Assist with documentation creation and dissemination
  • Provide regular reports to management on issue progress and tracking
  • Review tickets for completeness and provide any needed updates
  • Assist with process improvement in regards to Managed Services
  • Work with management to develop policies and procedures
  • Able to learn new technologies quickly
  • Perform remote hands support sessions for clients including but not limited to: reboots, server mounting and dismounting, cabinet cabling, system troubleshooting and testing, and utilization of KVM to assist client with minor configuration changes
  • Troubleshoot and diagnose networking issues and hardware issues for clients.
  • Excellent written and verbal communication skills
  • Provision testing of HSRP, cross connects, and network drops
  • Assist clients with accessing and troubleshooting using the AIS portal
  • Ability to lift 50 pounds
  • Employment contingent upon successful completion of background investigation and pre-employment drug screen

Skills:

The NOC Technician will need demonstrable skills in the following
areas:

  • Established familiarity in multi-tenant, virtualized environments and cloud computing service models
  • Operating System knowledge of both Windows and Linux environments
  • Previous basic experience in an Active Directory and Exchange environment
  • Understanding of virtualization and cloud concepts
  • Understanding of IT security concepts and requirements
  • Firm understanding of installation, configuration and troubleshooting techniques
  • Understanding of LAN architectures, cabling systems, OSI model, TCP/IP addresses, Ethernet
  • Understand the use of ping, traceroute, nslookup, dig and other troubleshooting commands
  • Demonstrated experience documenting policies and procedures
  • Functional knowledge of DNS, HSRP and related networking concepts
  • Understanding of backup and data protection objectives including disaster recovery methodologies
  • Managed services provider (MSP) support experience desired
  • Demonstrated ability to find answers to technical questions using available resources
  • Excellent attention to detail
  • Accomplished in customer service relations
  • Knowledge of data center operations is a plus
  • Awareness of various regulatory compliance is beneficial (e.g. HIPAA, HITECH, SOC, SOX, PCI, HITRUST)
  • High aptitude and desire to learn new technical products, services, systems and concepts and make application
  • Well-developed interpersonal, organization and prioritization skills
  • Strong communication and presentation skills as well as effective planning and prioritization skills
  • Self-motivated and “can-do” attitudeStrong understanding of the ITIL framework, specifically in the areas of Service, Change, Incident, and Problem management
  • Ability to influence without authority
  • Basic understanding of sales, marketing, operations, finance & accounting, and international business practices
  • Familiarity with network test equipment: fiber and Ethernet cable testers

Education and Professional Certifications:

Two-year technical degree or the equivalent combination of education, professional training, or work experience.

AIS Technology Services encourages candidates to obtain relevant industry certifications and will assist in the process, based on business needs. Preferred candidate will hold one or more of the following industry certifications:

  • ITIL Certification (Strongly Preferred)
  • Industry Standard Security Certifications
  • Cisco Certified Network Associate (CCNA)

Cloud-based certifications (Microsoft, VMware, AWS)

Primary workplace will be at our data center located at 120 E Van Buren St, Phoenix, AZ. Reliable transportation is required to qualify for this position.

Federal law requires all employers to verify the identity and eligibility of all persons hired to work in the United States. We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing. No phone calls, please.

Send resumes to careers@americanis.net with the subject “NOC Technician – Phoenix“.