Network Operations Center Technician

Location: Pittsburgh

Job Type: Full Time / Permanent

Position Summary: Responsible for maintaining situational awareness and ensuring the infrastructure and application’s environment remains up and available with minimal interruptions. Own and drive the Incident Management Process for all unplanned outages and planned outages. Provide Tier 1 backend troubleshooting and support across all teams, systems and engineers.

The shift for this position is: Thursday 11:30 PM – 8:00 AM Friday 11:30 PM – 8:00 AM Saturday 8:00 PM – 8:00 AM Sunday 8:00 PM – 8:00 AM.

Essential Functions:  Broad understanding of the systems that makeup an enterprise such as LAN/WAN, Exchange, SQL, Document Management, Share Point, Mobile computing, physical and virtual servers, SAN/NAS, Citrix, Security and monitoring tools. Requires ability to multi task to proactively monitor a global 24/7 x 365 environment in real time for availability and stability using monitoring tools (SolarWinds experience preferred) as well as email alert notifications. Must have the ability to act as the primary escalation point with various teams, vendors and support personnel to minimize or prevent service interruptions and degradations. Communications – Use established communication tools to communicate to a wide audience varying from end users to system specialists to senior management. Role will include being able to accurately create and dispatch messages out using tools that include O365, Sharepoint and SendWordNow while adhering to service agreement time protocols. Will require initiating and facilitating problem bridges / conference calls as needed and documenting those actions as well as pushing for an expedited mitigation or resolution to that problem/issue. Network – Address service degradation and network outages involving multiple Data Centers and office sites. Must be comfortable working with service providers and site support on problems or issues that can’t be resolved by yourself. This involves LAN/WAN circuits and hardware, wireless networks and connectivity to APC hardware such as UPS, batteries, etc. using Struxureware. Servers – Must be able to log onto servers and address common issues such as degradation, outages, memory upgrades, etc. in a break/fix capacity. Will also need to have experience in server patching and remediation when that patching fails. This includes both physical and virtual servers using both Windows and Linux OS. Experience with Virtualization software preferred Security – Able to recognize and react immediately to SPAM, spear phishing, vishing, etc. using a variety of tools. Also will utilize multiple monitoring tools to be proactive on security threats including malware and virus activity. Candidate will rely on Communications as mentioned earlier to report on such instances as appropriate. Support – Ability to assist and at times drive site refreshes, new office builds and general break/fix replacements and turn ups. This will involve communication with onsite personnel as well as other systems teams. NOC team owns backup power systems at all sites. Provide Tier 1 support and troubleshooting support across all teams, engineers and systems and to assist with critical maintenance and tasks as requested. Will also be an escalation point for the IT Help Desk regarding system problems and outages. Must be comfortable using APC gear including UPS, Batteries, PDU’s, NetBotz, etc. Continual learning of software improvements / functionality as well as new programs as they are introduced is required Incident Management – Creating and updating tickets using the ticketing system including all of the pertinent information in a timely manner to document actions that you have taken to address and resolve a problem/issue. This will include resolutions of items that the NOC is responsible for as well as escalating incidents to appropriate teams when applicable. This is your log of recorded actions as well as an audit necessity Environmental Change Control – Creating and executing all approved production changes following guidelines as well as outlining steps taken and impact. For changes that need addressed prior to the normal approval process, Emergency Environmental Changes will need to be created, executed and documented following that specific process Problem Management – Ability to work towards a permanent resolution once a problem is mitigated and the platform/environment is functioning again. This will include pressing the team(s) who owns the problem/issue to make permanent changes so that specific issue does not occur again. This is driven and documented through the resolution of the IT Alert Metrics – Must be comfortable in creating ad hoc lists in support of a problem/issue via Excel, Word or PDF. Also, understand and support all NOC and Change Metrics reported on a monthly basis. Ability to contribute to the overall success is important. Power BI report creation and SharePoint competency are considered a positive. May volunteer or be selected to serve on special committees, work groups, project teams, or escalation teams related to various Firmwide IT initiatives. Initiatives may be specific one-time events (e.g., research, testing, rollouts, upgrades, installations) or ongoing activities.

COVID Policy: Additionally, access to our U.S. offices will be limited to personnel who are fully vaccinated from COVID 19. If you believe that you require an accommodation to this policy because of a medical, religious or other reason, please let us know at the time of your interview so that a reasonable accommodation can be discussed.

Education: Bachelor’s Degree in Computer Science or Information Technology or equivalent work experience. Additional training/certification in relevant area of study strongly preferred.

Experience: Experience providing support to users and IT operations required. Experience in a law firm or other service environment a plus.

Skills: Critical thinking, deductive reasoning, and problem-solving skills. Keep management up-to-date on incidents and events in the enterprise. Maintain positive control of the environment. High aptitude to learn new technologies and develop new skills quickly. Excellent communications and listening skills. Manage escalation notification and rapid communications. Remain calm in fast-pace and high-stress environment Professional demeanor and attitude while being assertive Exercise influence over a wide range of individuals. Challenge information if the response does not fit the situation. Strong interpersonal and relationship building skills. Ability to collaborate with internal and external customers and teams. Ensure all incidents are accurately and thoroughly documented. Proactively identify opportunities to improve NOC and self. Manage priorities and tasks appropriately. Work as an individual and as a part of a team. Able to work overtime, holidays and weekends as needed. Knowledge and understanding of enterprise technologies, including but not limited to: Data Centers, Networking Security, Server Telecommunications, Document Management, Virtual Desktop, Infrastructure, Mobile Computing, Databases, Storage Platforms, Cloud Computing, Enterprise Monitoring Tools, PowerShell, Able, and willing to travel occasionally via car, train, and airplane. Be the advocate for end-user experience.

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