Network Operation Center (NOC) Technician – Day Shift

Who You Are

Interested in monitoring servers and hardware, and ensuring applications are functioning without errors on Vail’s highly available telephony voice platform and network that spans multiple sites and 2000+ nodes?

As a NOC Technician, you would provide system and network operations support in a 24/7 NOC. You will also be expected to troubleshoot detected errors in a carrier-grade hosting environment to locate the root of the problems and communicate those issues to the appropriate internal teams. Depending on the nature of the problem, you would either provide teams with the appropriate resources to resolve the errors or resolve the issue yourself. The role requires shift work. NOC Technicians are on a 3-week rotation, 2-weeks working 3 or 4 days per week for 12-hour on-site shifts and 1 week flex schedule (all during the day).

The ideal candidate will have a strong networking background and knowledge of system monitoring, administration, and troubleshooting. We are looking for someone who is detail-oriented, self-motivated, and dependable.

What You’ll Do

• Continually monitor the applications, platforms, and servers throughout the entire shift, using tools such as Nagios, Alerta, and Observium.
• Check on the network status of the hardware to ensure connections are maintained.
• Identify where the platform is having issues when the monitoring system sends out alerts such as performance related resource is low, or disk space is full.
• Troubleshoot to determine what the error is and where it is coming from by completing tasks like calling the numbers listed in the error to try to replicate the problem.
• Determine what requires action when issues arise.
• Triage the issue to the relevant personnel for immediate and efficient problem resolution.
• Create tickets in the queue for the relevant teams, including documenting all details associated with the issue.
• Resolve issues that can handled by the NOC team immediately (e.g., running commands).
• Create tickets to open error investigations when the problem will take an extended amount of time and resources to fix.

Qualifications - We encourage you to apply if you think your experience may be a match, even if you do not meet all the qualifications.

• A Bachelor’s degree in Computer Science, Information Technology, or a related degree.
• 2+ years of experience in an Information Technology role.
• Experience in a customer-facing role.
• Experience with system monitoring and troubleshooting.
• Familiarity with the Linux operating system.
• Knowledge of log navigation.
• Experience with monitoring tools, such as Nagios.
• Knowledge of networking (i.e., TC/IP and OSI model).
• Knowledge of computer hardware and remote-in features.
• Familiarity with terminals and terminal commands (e.g., Ping).
• Experience with the MS Office suite.
• Basic familiarity with 1+ scripting language (e.g., Python).
• Excellent verbal and written communication and customer service skills.
• Certifications relevant to the IT industry (e.g., CompTIA, Network Plus, etc.), preferred.
• Proficiency with Python preferred.
• Proficiency with Nagios, or other monitoring tools, preferred.
• Proficiency with Juniper network equipment preferred.