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NOC L2

Company: NTT Global Data Centers Americas, Inc
Location: Garland
Posted on: November 13, 2020

Job Description:

POSITION SUMMARY: BASIC FUNCTION

Provide customer service, troubleshooting, as well as incident escalation for all users contacting the 24 x 7 x 365 NOC environment and act as escalation point for NOC Technician L1. Regular, predictable attendance is essential for satisfactory performance.

ESSENTIAL DUTIES & RESPONSIBILITIES



  • Provides corporate desktop support services including Laptop Imaging, Network Printer Support, User account administration and other Hardware, Software, Telecom, and Communication services with support from Senior Tier 1 or Tier 2 Operations team members




    • Maintains desktop inventory, asset tracking.

    • Maintains desktop software license management and inventory control.

    • Handles provisioning of new systems as justified.

    • Surplus desktop assets at end-of useful life.

    • Maintains printer and copier stocking, maintenance and supplies.

    • Handles cell phone provisioning, tracking, and billing analysis.

    • Supports BYOD policy and procedures




      • Processes all support requests within SLA and following procedural requirements.

      • Performs initial investigation and/or troubleshooting of system and network issues to determine root.

      • Thoroughly documents steps taken to resolve incidents.

      • Escalates appropriate requests to ensure timely resolution.

      • Prepares and delivers standard scheduled reports .

      • Manages event monitoring tools and ticket queue to resolve operation tickets within SLA parameters.

      • Processes Hands and Eye requests as required i.e. Tape Rotation, Rack and Stack of equipment, inventory hardware, power cycle devices, patch cable install/removal Admin Inventory Hardware.

      • Performs initial investigation and/or troubleshooting of system and network issues to determine root cause and resolution. Escalates as required to meet target timelines.

      • Acts as point of contact for client and management escalations.

      • Develops and documents support procedures.

      • Implements and maintains data center infrastructure with general support of a Tier 2 Operations Engineer.

      • Participates in training and mentoring of NOC Technician L1.

      • Performs other duties as assigned.

        KNOWLEDGE, SKILLS & ABILITIES



        • Strong problem solving skills

        • Good troubleshooting skills

        • Outstanding customer service skills

        • Keen analytical and structured approach to problem solving

        • Excellent documentation skills

        • Dedication to customer satisfaction

        • Strong leadership skills

        • Ability to multi-task

        • Ability to accommodate flexible work schedules

        • Proven ability to work independently

        • Ability to work well in a team environment

        • Working knowledge of the following industry standard technologies is required for this role:




          • Windows OS (All)

          • Active Directory

          • Exchange, Outlook, Office

          • Microsoft Networking

          • TCP/IP

          • DNS

          • Static HTML

          • Internet and email apps

          • Remote access

          • VPN

          • Wireless

          • Anti-virus applications

          • Computer hardware




            EDUCATION & EXPERIENCE



            • High school diploma or GED required.

            • One to two years of college required or equivalent work experience. Bachelor degree preferred.




              • A + & Network + Certification preferred

              • 3 to 5 years in a 24X7 Network Operations Control center/end user support role with demonstrated strong customer service delivery skills

              • Minimum 3 to 4 years of comprehensive knowledge required in at least one of the following areas:




                • Desktop Application support within all current MS Windows OS

                • Windows desktop management and security with Antivirus, anti-malware, patch deployment and management, and troubleshooting application conflicts.

                • Network hardware and software w/an emphasis on cabling and circuit provisioning in a shared data center environment

                • Microsoft Windows such as Windows 7 & 8 and Server 2008 & 2012

                • Maintain printers, print servers, printer driver management



                • Types a minimum of 35wpm.

                  PHYSICAL REQUIREMENTS

                  Able to climb ladders and work on raised platforms.

                  Able to hear and speak into a telephone and 2-way radio.

                  Ability to distinguish colors on wiring and cables to ensure safety protocols are followed.

                  Ability to work in confined spaces.

                  Requires ability to lift and carry objects weighing up to 50 pounds.

                  Requires the ability to kneel, stand, walk great distances, climb stairs/ladders

                  Dexterity of hands and fingers to operate any required computer keyboard, mouse, and other technical instruments.

                  Able to hear and speak into a telephone and 2 way radio/ear bud.

                  WORK CONDITIONS

                  Typical data center work environment with varying temperatures and loud noises

                  Extensive daily usage of a computer or workstation

                  Work on site; no telecommuting

                  SPECIAL REQUIREMENTS

                  May be required to work second and third shifts on occasion, or as scheduled

                  Must be comfortable working in a highly critical, fast paced environment with shifting priorities

                  Must possess a current, valid state-issued driver's license

Keywords: NTT Global Data Centers Americas, Inc, Garland , NOC L2, Other , Garland, Texas

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