NOC Engineer; 2nd shift IL Remote

Overview

What We Do We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That’s what we do. We’re the IT Department’s IT Department. Who We Are Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It’s what makes Connection unique—what drives us to innovate and create technology solutions that stand apart from the crowd. We’d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others. Why You Should Join Us You’ll find supportive teammates and a rewarding career at Connection—plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family. Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive. We value the importance of our employees’ emotional wellbeing. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources.You’ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days.

Responsibilities

The NOC Engineer is a key stakeholder in incident response, troubleshooting, network planning and procedures development. Maintains and expands customer relationships through:

• Understanding of how to deliver quality service while adhering to service level agreements (SLAs) in a fast-paced environment
• Understands the importance of regular follow up and status updates to customer and management for outages and escalations through issue resolution
• Developing documentation including user guides, admin guides, knowledge base articles, FAQs, quick reference guides
• Providing technical firewall, server, and networking recommendations
• Demonstrating continuous improvement
• Participating in strategy planning discussions with technical, business, and client partners
• Escalating issues effectively to management, SMEs, manufacturers, software publishers, etc. to ensure timely resolution of customer outages and issues

Continually assesses, refines, and implements managed services processes and procedures by

• Monitoring incident request systems and takes ownership of L3+ requests in accordance with SOPs
• Working effectively in a collaborative and innovative team-oriented environment.
• Providing technical support for all shifts.
• Developing standard operating procedures for use across the Lifecycle and Managed Services business as needed and maintains existing processes
• Understanding the importance of keeping detailed documentation on troubleshooting steps, results, recommendations, and next steps within the system of record (i.e., ServiceNow)

Supports customers through:

• Familiarity with working from a ticketing system as part of a larger team
• Clearly communicating and following expectations of all firewalls, server, and networking engineering tasks
• Conducting network audits
• Providing solutions when encountering unfamiliar technologies, applications, and situations, figuring them out, and providing solutions that match both our clients' and our company's needs
• Creating and performing network testing (regression, functionality, and performance)
• Expert understanding of networking principals (IP addressing, subnets, routing, and switching)
• Providing an expert level of OS troubleshooting in Windows environments
• Strong knowledge of delivering support in a Microsoft client/server environment
• Expert understanding of Active Directory, DNS and DHCP
• Strong knowledge of antivirus, backups, and VMware/Hyper-V virtualization
• Expert understanding of desktop and server operating systems
• Fundamental understanding of Microsoft Endpoint Manager/Intune and/or other patching methodology

Min USD $44.71/Hr.Max USD $57.63/Hr.Qualifications Because of the possibility for fraudulent job postings on many popular job boards, please be advised that Connection will never offer a position of employment without a complete interview process and communication with a “live person".

• Excellent verbal and written communication skills
• Advanced Microsoft Office skills to include creating presentations, creating documents in Word to included advanced formatting, creating spreadsheets to include the use of macros.
• Advanced computer knowledge with ability to operate keyboard for data entry.
• Strong knowledge of Network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users.
• Fundamental understanding of Microsoft Endpoint Manager/Intune (Cloud)
• Expert knowledge of antivirus, backups, and VMWare/Hyper-V virtualization
• Ability to troubleshoot and resolve email issues, specifically MS Outlook
• Support commonly used software, hardware, and other equipment
• Support back-office hardware, printers, software, Web Applications, and other networks
• Familiarity with the fundamental principles of ITIL/SLA
• Expert knowledge in multiple ticketing systems including Service Now, AutoTask, Zoho
• Expert knowledge of networking principals (IP addressing, subnets, routing, switching)
• Expert knowledge of OS troubleshooting in Windows environment
• Expert knowledge of antivirus, backups, and VMWare/Hyper-V virtualization
• Advanced knowledge of Desktop and Server Operating Systems (Linux)
• Expert knowledge of firewalls such as FortiGate, SonicWall, Sophos, Meraki
• Strong knowledge of monitoring software such as Manage Engine, Nagios, and SolarWinds

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