• NOC Technician

    Job Locations US-Herndon, VA
    Job ID
    2018-1471
    Category
    ITO
  • Overview

    At Ntrepid we measure our success by the satisfaction of our customers. With that obligation comes the need for a customer service oriented individual with bar-none communication skills to join our Network Operations Center (NOC) team. The right candidate will be able to communicate corrective actions effectively to other divisions within the company. The candidate must have strong troubleshooting, root cause analysis and critical path creation that lead to problem resolution.  We are looking for a unique individual who is creative, motivated to learn, and can think outside the box when it comes to providing customer product support.  If you have a basic foundation in technology, have a genuine care and concern with customer success, and are willing to learn in order to grow your career toward technology, we’d love to have you join our team.  Primary work location will be onsite with Ntrepid customers in the Washington DC Metro area. 

     

    Responsibilities

    • Listen to customers and resolve inquiries within stated timeframes
    • Answer questions with thoughtful personal responses
    • Monitor the infrastructure environment and application services for stability and performance in order to maintain 24x7 operations and resolve service impacts as they occur
    • Practice and ensure incredible customer service when working with end users
    • Manage a queue of Incident and Service Request tickets
    • Document problem descriptions and detailed problem diagnosis with accuracy and compliance with established practices. Review and update standard operating procedures where necessary
    • Escalate and communicate issues to NOC Lead or NOC Supervisor
    • Act as a liaison between customer and Ntrepid engineering teams
    • Execute defined procedures to fulfill role in Incident, Problem and Change processes and diligently perform required communications as required by provided Standard Operating Procedures

    Qualifications

    • U.S. citizenship required
    • Must be eligible to obtain/maintain a security clearance
    • Active TS SCI Clearance with Poly required
    • At least 2 years job related experience in customer service and in a technical setting
    • 2+ years’ experience in both Linux and Windows
    • 2+ years’ experience troubleshooting network related issues in a virtualized setting (VMWare)
    • Familiarity with enterprise class monitoring/management systems, including Zabbix, Nagios, Splunk, Last line, and/or Arbor
    • Experience with a Service Desk or Trouble ticketing software like BMC Remedyforce
    • Ability to be proactive and work well in a pressured and growing environment
    • Must be a team player and be able to work effectively with peers to create a positive environment
    • Ability to learn and articulate solutions to technical and non-technical people
    • Close familiarity with US national security community and culture

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