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Reference Number:
NOC
Job Description:
The Network Operations technician monitors the IT infrastructure, escalates detected problems to engineering, and communicates service interruption information to the legal community. When a crisis arises, Operations acts as the hub between the call center, IT vendors, and engineering teams.
Experience Level:
Unspecified
Requirements:
* Perform routine scripted application health tests to verify status of mission critical IT services including email, BlackBerry, Citrix remote access, fax services, etc.
* Perform basic troubleshooting of network connectivity issues.
* Escalate outages to IT carriers and/or on-call engineers as needed.
* Develop & implement monitoring solutions as required.
* Write, update, and maintain documentation for NOC department including escalation polices, training documentation, and technical documentation.
* Create Operational reports such as WAN Latency, Bandwidth Utilization, Server Disk Usage Trending reports, etc.
* Work closely with call center to identify problem scope and escalate IT service outages. Perform documented troubleshooting procedures. Escalate to level 2 engineers as required. Communicate outage information to users and IT community as required. Document outage information as required.
* React to network alarms from monitoring tools.
* Communicate information regarding planned & unplanned IT events to legal staff.
* Perform basic WAN connectivity troubleshooting and escalate as needed to network providers and/or internal network engineers.
* IT scheduled maintenance calendaring & post maintenance testing
* Assist with 24/7/365 monitoring services.
* Hardware monitoring: Server, Network Infrastructure, SAN, Power, HVAC.
* Application monitoring: Email, Document Management, Intranet, Remote Access, BlackBerry, Internet, Fax, etc.
* Server monitoring: disk usage monitoring & reporting, Windows service state, logged events, performance counters.
* Internet & WAN monitoring: availability, latency, bandwidth usage reporting, etc.
* Internet & WAN communication: manage vendor contact info, vendor escalation & follow up, etc.
* Problem escalation: engineer escalation, manage rotating engineer on-call lists.
* Monitor and report on tape backup jobs firm-wide.
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