Senior NOC Analyst

SENIOR NOC ANALYST

Position Summary

The Senior NOC Analyst is responsible for handling Level Three support for the entire Bentley infrastructure. This relates to all technology, including servers, networks and vendor-specific hardware and software.

Responsibilities

• Infrastructure Monitoring/Reporting/Escalations
• Incident Management
• Ensure problems and incidents are escalated, tracked, and accounted for at the proper priority level.
• Provides Tier II support per request from operational and departmental Teams.
• Investigate and troubleshoot issues per approved Knowledgebase Articles.

• Provide Tier II, III technical support and services for internal colleagues.

• Escalate issues to the Network Operations Center Manager as needed.
• Account provisioning/administration
• SS LOG processing
• Daily log review
• Telecom support
• Ability to work effectively with minimal supervision.
• Performs other duties as assigned.

Additional Duties and Responsibilities

• Maintain and update monitoring systems.
• Create and update knowledge base articles.
• Improve service, perception, and satisfaction.
• Process quick turnaround of requests by Service Level Agreements
• Demonstrate the ability to work in a team and communicate effectively.
• Escalate issues/requests that require next level support
• Enter all work as tickets into ITSM Tool.

Required Knowledge, Skills or Abilities

The Senior NOC Analyst should have:

• Strong interpersonal skills: specifically, verbal, and written skills, telephone skills, and active listening skills.
• Self-motivation with the ability to work in a fast-paced, ever-changing environment.
• Azure AZ104 Certification
• Net+ Certification required.
• ITIL v4 Foundation Certification desired
• An understanding of operating systems, business applications, printing systems and network systems.
• A Good understanding of Network Topologies and protocols; TCIP/IP, HTTP, SNMP
• Network Administration experience, including user account, group & permissions management (Azure Administration experience also preferable)
• The ability to multi-task and adapt quickly to change.
• A sound technical awareness and knowledge to appropriately match resources to technical issues.
• An understanding of support tools, techniques, and how technology is used to provide IT services.
• Monitoring and event Management experience
• Monitoring Tool Experience (Solarwinds, Grafana, Azure etc), preferably with custom alerting/scripting experience
• Database Monitoring experience
• Perform Troubleshooting and incident response on systems.
• Manage Critical Incident Investigations
• 5+ years of related IT experience.
• A Bachelor's degree or equivalent experience desired.