The Network Operation Center (NOC) has three main roles:
1.To ensure maximum possible service availability and performance;
2.To provision customer network services on core equipment;
3.To provide support services for Engineering and other technical teams.
These result in a highly diverse range of duties for the NOC - our analysts are required to ensure they are fulfilled in a timely co-operative and professional manner. As part of a 24x7x365 team you will use automation and tools enhancing processes to monitor manage and administer network(s) infrastructure and/or applications in a repeatable standardized and efficient manner.
Rapidly identify and execute real-time actions to achieve return to service performing root cause analysis and implementing corrective measures to prevent future occurrences. You will work with our Service Desk and engineering teams to proactively manage and escalate problems within the network.
Works closely with the Service Desk Manager and NOC Lead. Primary duties and responsibilities including but not limited to:
Proactively monitors and maintains network infrastructure and applications adhering to established guidelines.
Monitors and documents key performance metrics.
Troubleshoots network infrastructure server or application issues identifies root cause establishes return to service evaluates/develops/implements/documents mitigation strategies.
Identifies and proactively seeks opportunities to implement process improvements maintain technical diagrams and procedures.
Provides high technical level support for problem resolution of network systems and mission critical clinical and business applications using troubleshooting techniques and if necessary confer with vendors and/or application analysts or assign to Network Technician for a site visit.
Provides level two analysis and customer support for all support areas.
Provide customer phone support resolve technical issues log and escalate calls as appropriate.
Answers incoming calls in a professional friendly and timely manner.
Closes incidents and requests in a timely manner within SLA and follows up with all end users to ensure customer satisfaction.
Follow all processes and procedures and utilize knowledge articles to handle all of our customers incident and requests.
Other duties as assigned.
Bachelor's degree in a relevant field.
2 or more years experience in a technical capacity supporting a network or infrastructure or application configuration.
Experience installing maintaining documenting and configuring complex network infrastructure.
Experience with Solarwinds NMS WAN and remote office network communication infrastructure
In-depth network troubleshooting experience specifically: pulling captures and Wireshark analysis
Windows Server 2012/2016
Virtualization experience (Citrix VMware)
CCNA MCSE ITIL or CompTIA Network certifications
Lifespan is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin age ethnicity sexual orientation ancestry genetics gender identity or expression disability protected veteran or marital status. Lifespan is a VEVRAA Federal Contractor.
Location: Corporate Headquarters USA:RI:Providence
Work Type: Full Time