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NOC Engineer II

Date: Aug 28, 2021

Location: Pune, IN, 411028

Company: Bentley Systems

Senior NOC Analyst


Position Summary

The Senior NOC Analyst is responsible for handling third level support for the entire Bentley infrastructure. This relates to all technology, to include: servers, networks and vendor specific hardware and software.

The Senior NOC Analyst will oversee daily operations insuring that: all required daily tasks are complete, SLA's are met, and any pending P1 incidents are properly managed, etc.


Education/Certification/Skills Requirements

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.
    • A+ Certification required
    • Net+ Certification required
    • ITIL v3 Foundation Certification required
    • An advanced understanding of server based operating systems, business applications, printing systems and network systems.
    • The ability to multi-task and adapt quickly to change.
    • A sound technical awareness and knowledge to match resources to technical issues appropriately.
    • An advanced understanding of support tools, techniques, and how technology is used to provide IT services.
    • Leadership training desired
    • 4+ years of related IT experience.
    • A Bachelor's degree or equivalent experience required.


Ongoing Education Requirements

Establish a career path and certification track (with help from Manager) which fits both the colleagues interests and the needs of the organization and work with Director and manager in pursuing certification. 


Physical Requirements

The physical demands described here are representative of those that must be met by a colleague to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


While performing the duties of this job, the colleague is regularly required to sit, use hands, reach with hands and arms, talk and hear. The colleague is frequently required to stand and walk. The colleague must regularly lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds. The colleague must regularly climb a ladder to perform overhead work within a data center environment.


Essential Duties and Responsibilities

The Senior NOC Analyst provides:

    • Server room walk-throughs
    • Escalate to NOC Manager if needed
    • SS LOG processing
    • Daily log review
    • Account provisioning/administration
    • Provide Tier III technical support and services for internal colleagues.
    • Alert Monitoring/Reporting/Escalation
    • Telecom support
    • Performs weekly backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media, recovery tapes or disks.  Media is recycled and sent off site as necessary.
    • Provides Tier III support per request from operational and departmental staff.  Investigates and troubleshoots issues.
    • Ensure problems and incidents are escalated, tracked and accounted for at the proper priority level.
    • Ability to work effectively with minimal supervision
    • Performs other duties as assigned.


Additional Duties and Responsibilities

    • Reporting directly to the NOC Manager.
    • Handling projects that will span all areas of the infrastructure as directed by the NOC Manager.
    • Training
    • Overseeing daily operations
      • Reviewing all P1's
      • All daily tasks are completed
      • SLA's are met
      • Etc.
    • Maintain and update monitoring systems
    • Create and update Knowledge Base Articles
    • Long term high visibility projects
    • Fiber runs
    • Network troubleshooting (desk side, server room, office network issues)
    • Improve service, perception and satisfaction
    • Process quick turnaround of requests in accordance with 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 iSupport.


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