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NOC Analyst in Irving, TX at MDI Group

Date Posted: 2/7/2019

Job Snapshot

  • Employee Type:
    Contractor
  • Location:
    Irving, TX
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    2/7/2019

Job Description


NOC Analyst
6 month contract to hire
Irving, TX

The network analyst works with computer network, using information technology to make network systems for all employees and store locations to use. These data networks include local area networks (LANs), wide area networks (WANs), wireless networks, intranets, and extranets. Support will include working with third party providers to ensure voice and telephony services are operational at all times.  Senior network analysts must have advanced skills to design, configure, implement and provide advanced support for the network and be up-to-date on the latest network technology.  As a Network Analyst, you could work in many areas including being responsible for monitoring the network environment, implementing fixes for any hardware, software or circuit issues, troubleshooting with other field/IT groups and / or working projects.
 
Major Responsibilities include but are not limited to:
 
Provide Tier II Level Technical Support
•Provide Tier II level support for internal and customer technical issues
•Ensure incidents and problems are appropriately resolved or escalated to Tier III
•Implement and support current and future Managed Services contract obligations within stated SLA’s
•Analyze error logs, system generated errors and system activity and submit feature requests for enhancements to make support more efficient and productive
•Ability to work flexible schedule, including weekend on-call rotation

Provide Outstanding Services Management & Support of IT Platforms & Services
•Ensure circuits are activated on time, are stable, and added to monitoring system
•Support customer site installation of firewalls, routers, switches, and telephony devices.
•Support for the integration of existing PSTN handoffs to customer UC environment
•Providing recovery and restoration of the network in event of a disaster or major incident
•Complying with security and controls requirements regarding network data and voice technologies
•Oversee open incidents and service requests to ensure they are resolved/fulfilled in a timely manner
•Identify, manage, and mitigate risks to ensure successful delivery of IT services, working closely with the Problem Manager
•Perform hierarchal and functional escalations and coordinating activities between multiple IT resolver groups for critical or chronic issues
•Serve as the first point-of-contact for escalations
•Participate in P1 and P2 bridge calls
•Make recommendations for service improvement
•Visit stores as a “boots on the ground” approach to obtain first hand feedback on the store’s technology health
•Liaison with technology operations teams (including field support, application teams, and leadership) to ensure swift resolution of incidents within service targets – especially during critical outages/changes/tasks
•Liaison with vendors, contractors, etc. to ensure that third parties fulfill their contractual obligations, with regards to resolving problems and providing problem-related information and data
•Advocate for Continual Service Improvement (CSI)
•Assist and guide technology teams and customers to follow documented ITSM processes
•May participate in the design, architecture, rollout, and maintenance of corporate technology initiatives and projects and/or perform additional department duties as required
•Ensuring operational excellence by managing incidents or customer network related issues to completion in a timely manner
•Identifying and implementing opportunities and solutions to enhance customer experience
•Monitoring network health and vulnerability
•Managing site network designs, End of Life (EOL) hardware and OS versions
•Planning and implementing network changes
•Providing recovery and restoration of the network in event of a disaster or major incident
•Complying with security and controls requirements regarding network data and voice technologies

Prepare and Maintain Accurate Technical Documentation
•Prepare or update customer documentation
•Maintain accurate information within server and network management tools, systems, and the CMDB.
•Assist with disconnect process to ensure IP address, license, keys, client accounts are removed
•Maintaining overall operations reliability
•Ensuring operational excellence by managing incidents or customer network related issues to completion in a timely manner
•Identifying and implementing opportunities and solutions to enhance customer experience
•Monitoring network health and vulnerability
•Managing / maintaining site network designs, End of Life (EOL) hardware and OS versions
•Working with the network engineering team to planning and implement network changes

Experience
Required Qualifications: 
•Minimum three years hands on experience with router/switch, voice collaboration.
•Minimum two or more years of experience with wireless networks and network security appliances.
•Able to learn and adapt to new technologies
•Thorough understanding of telecommunications theory and voice communications
•Able to work within a customer oriented, positive team environment
•Strong interpersonal, oral, visual, and written communication skills for communications to technical and non-technical staff
•Data/Voice certification or experience equivalent e.g. CCNA, CCNP, JNCIA, Cisco Voice
•Strong network (data and voice) knowledge with emphasis on routing/switching

Preferred Knowledge/Skills/Abilities
•Good written and oral communication skills; ability to discuss technical issues with all levels of personnel globally
•Self-initiative and self-motivated
•Flexibility in schedule for working with a global team
•Strong problem solving and analytical skills with a diversified skill set and good decision making
•Strong work ethic, interpersonal and team-building orientations
•Adaptability to time pressures & changing priorities
•Outstanding customer service skills
•Strong experience with Orion/Solarwinds and Server Management tools
•ITIL v3 certification

Education: University degree with emphasis in Computer Information Systems, Information Technology, Network or a closely related field with course work in technology-related subjects, preferred but not required.

Edward Cusack
Sr. Technical Recruiter
MDI Group
O :: 214.231.7486
A :: 1701 Legacy Dr. Suite 1200 
Frisco, TX  75034


A GREAT PLACE FOR GREAT PEOPLE TO WORK

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