Logicworks, a fast-growing cloud computing and managed hosting firm located in New York, NY, is seeking a Network Operations Center Engineer to join our team. The NOC Engineer is the primary interface with the customer for all technical issues and is responsible for monitoring Logicworks infrastructure, monitoring customer devices, troubleshooting problems and communicating technical issues to the customer and technical teams as per our standard operations procedures (SOP). Primary responsibilities include:
- Monitoring all Logicworks and customer systems for connectivity and running services
- Handling calls in the Network Operations Center queue and monitoring our support email inbox
- Providing 1st & 2nd level support to resolve problems on internal and customer systems and escalating problems to Level 3 engineers as per the SOP
- Supporting network related services (DNS, shared e-mail, shared Microsoft Exchange) and value-added services for servers (firewall configuration, load balancer configuration, Cloud related services, anti-virus services, etc.)
- Working with the Level 3 engineers to perform customer and internal installations including system O/S , network setup and application installation & configuration
- Developing and maintaining support documentation including support guides, knowledgebase articles and procedures
- Configuration of services on clients' dedicated servers (Apache or IIS configuration, Sendmail and other mail related configuration, installation of perl modules, etc.)
- General troubleshooting of issues with T1 lines, opening tickets for problem circuits with vendors
- Interfacing between customers/engineers, vendors/providers mostly done via ticketing system
- Other tasks and extended projects as assigned. All engineers are involved in one or more projects to build, maintain, upgrade, or extend services we are offering. NOC engineers are more likely to have a secondary role supporting senior engineers, and engineers who are in during the day will have a lead role in projects
Required Skills:
- Experience in a multi-platform server and networking environment
- Linux/Unix and Windows Server Administration
- Excellent written/verbal communication skills
- Ability to learn and apply new skills rapidly
- Strong analytical and troubleshooting skills
- Confidence in your own abilities and a willingness to make decisions and escalate when necessary
- An interest in emerging technologies
- Must be available for rotating shifts to ensure 24x7x365 service for customers
Candidate Requirements:
- Associate's degree in a related field, or equivalent work experience
- Minimum of 1-3 years of related technical support experience
- Ability to work evenings and weekends as required - Must be a flexible person
- Requires knowledge and experience in a full range of technology platforms and data network systems
- Excellent customer service and strong communication skills are a must
- Certifications are an asset - CCNA/CCNP, MCP/MCSA/MCSE, LCP/RHCE etc
- Training and/or experience with any of the following: Windows Server, IIS/SQL, MySQL, Linux, Cisco IOS, AWS are strong assets