NOC Engineer (AU IT Services, WFH)

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Requirements:

• Minimum of 2-3 years’ experience in Infrastructure or Operations support, preferably within a Managed Services Environment
• Previous experience in a NOC/Datacentre/Network technician role
• Practical experience using Remote Monitoring and Management (RMM) Tools such as Solarwinds N-Central, Orion, Kaseya, Connectwise and experience administering Windows Server environments
• Experience administering Windows Server environments and strong analytical and problem-solving skills
• Appropriate Tertiary qualifications and/or IT Industry Certifications
• Formal training and certification in an industry technology (e.g .CCNA) desirable but not essential
• Microsoft Windows including Active Directory, DNS,DHCP, Microsoft Exchange and/or other messaging environments
• Network and Windows Security, Firewalls such as Pfsense, Palo Alto, Vyatta, Cisco ASA etc
• Storage and Commercial Backup Technologies (e.g. Veeam, Shadowprotect, Datto, Commvault, Backup Exec)
• Exposure to the ff: Cisco routers/switches, Citrix, Vmware, Anti-Virus Technologies

Responsibilities:

• Identify and action all incoming major incidents from our monitoring tools in a rapid manner and provide 1st and 2nd level technical support on Incidents and Requests raised by our customers via email, portal or phone call
• Rapidly respond and work to resolve incoming alerts generated from our monitoring tools and Manage major/critical incidents and communicating updates to key stakeholders
• Performing Event management (monitoring and actioning events that happen within both our and our clients infrastructure environments)
• Performing initial triage on all networking outages, including L1 troubleshooting and raising cases to the Vendor where applicable and assisting in managing the day-to-day monitoring of client backups
• Performing outside of standard hours upgrades, patching, etc where required
• Manage our clients infrastructure according to the satisfaction of our customers in line with our contractual commitments and work autonomously, managing alerts, phone calls, backups, etc to resolution within SLA.
• Provide excellent customer service and communication to all clients and ensure the integrity and validity of the environments managed on behalf of company's managed clients
• Support all best practice design, implementation, and management of managed infrastructure solutions and identify and provide insight to internal stakeholders on recurring incidents and assist in the root cause resolution where required
• Ensure the company is meeting its obligations in regards to Service Levels Network performance and configurations.
• Work effectively with the team in transitioning the workflow through to colleagues in the 24-hour roster with clear notes, instructions and info for handover.