Title:
IT Systems Administrator
The NOC technician plays a crucial role as the first line of support in the Global Enterprise Network Operations Center. Their primary responsibility is to provide proactive monitoring and support for the KBR infrastructure using various toolsets. This includes a diverse range of systems such as network devices, environmental sensors, applications, services, servers, UPS's, and WAN/LAN availability. Additionally, it is the responsibility of the NOC technician to ensure that managed UPS devices have the latest firmware.
NOC technicians also collaborate with various support teams and frequently interact with them during monitoring operations. It is essential for NOC technicians to develop a solid understanding of KBR's products and processes. As you progress in this role, it is important to be adaptable, eager to learn, and utilize your experience and initiative to tackle a wide range of problems. By doing so, you will contribute to the growing success of the KBR Global NOC.
Daily duties and key responsibilities:
Act as the primary interface to business users for all initial IT support issues
Record and triage incoming system alerts and customer requests: Utilize a systematic approach to efficiently handle incoming notifications, calls, and emails. Prioritize urgent issues and ensure timely resolution or escalation.
Trouble ticket management: Enhance your ticket management process by ensuring accurate and detailed documentation of issues, actions taken, and resolutions. Communicate effectively with other teams involved in the resolution process.
Deployment and maintenance of monitoring tools: Stay updated with the latest network monitoring, analysis, and reporting tools. Regularly review and optimize these tools to ensure effective monitoring and proactive issue detection.
Deployment and maintenance of UPS management tools.
Troubleshooting and fault analysis: Use your troubleshooting skills to efficiently resolve software, application, hardware, security, and network issues.
Support configuration changes: Adhere to the KBR change control management systems and processes when implementing configuration changes. Ensure proper documentation, testing, and communication to minimize disruptions.
Customer contact reports: Regularly generate and share performance reports with customers to keep them informed about the status of their IT issues. Provide clear and concise updates to maintain transparency and build trust.
Personal development: Take initiative to enhance your skills and knowledge through training, reading, and technical project work. Stay updated with industry trends and best practices to provide better support.
Work rotation: Embrace the 24x7x365 work rotation. Be flexible and reliable in fulfilling your responsibilities during your assigned shifts.
Qualification Requirements and Profile:
a. Education: High School diploma required; advanced technical degrees preferred.
b. Experience Level: Previous Helpdesk/Network/NOC experience preferred. Experience with ScienceLogic required; experience with SolarWinds a plus.
c: Certifications: Network+, Security+, certified or equivalent level of knowledge and must obtain ITIL (within six months)
d. Special Requirements: Must be able to participate in some after-hours work as needed.
e. Skills Summary:
Must possess strong problem-solving skills and be able to effectively diagnose and resolve issues.
Should demonstrate excellent oral and written communication skills, along with exceptional interpersonal skills. Additionally, the ability to organize and prioritize work is important.
A basic understanding of virtualization technology is required, as well as proficiency in using Microsoft Office products. While Linux/UNIX skills are desirable, they are not essential.
It is beneficial to have some experience working with various types of network equipment in an ISP environment, a large NOC, or a similar networking company.
Being self-motivated and a clear communicator, both in written and verbal communication, is essential.
The ability to prioritize and manage one's workload is important.
Being capable of working independently and taking initiative with minimal supervision is highly valued.
