NOC Engineer

Position: NOC EngineerLocation: Kiln, MSResponsibilities:• Takes ownership of the IT/network strategy and solution delivered by the organization at an account level.• Perform Level 2/3 support to customers• Develop and deliver presentations on technical solutions to clients and technical teams, as well as capturing and communicating client-specific best practices and lessons-learned using knowledge management tools and professional relationships.• Perform network maintenance to ensure networks operate correctly with minimal interruption.• Responsible for ownership of all tickets and open support items• Triage and escalation of items according to severity• Troubleshoot and identify solutions to resolve customer issues• Resolve issues quickly and correctly and ensure that no items remain open beyond the maximum time required to address the root cause• Document and maintain a lessons learned database and ensure a constant culture of improvement• Document knowledge in the form of knowledge articles to form part of our knowledge management system• Tuning automated systems to have useful alerts, to include writing new checks and adjusting thresholds• Responding to all manner of automated alerts• Respond to internal and external service requests across a variety of mediums including email, telephone, and instant messaging• Basic end user troubleshooting and information gathering to effectively triage (or resolve) issues• Suggesting and assisting with changes to prevent problems in the future, including identifying blind spots in monitoring• Communicating professionally and effectively to represent the company to end users• Remediation of security issues to include patch or update deployment• Lead a team to accomplish all of the above, including cross trainingRequired Qualifications:• Extensive knowledge of fundamental NOC concepts, processes, practices, and procedures.• Broad technical expertise across multi-platforms and multi-vendor operating environments, including data centers and distributed computing environments.• 5+ years of demonstrated experience directly relating Network Operations. Federal customer support is preferred but not required.• Excellent customer service and written and verbal communication skills.• This position is on a shift schedule and the team provides support 24 hours X 7 days a week. This position may require weekend and night coverage based on team schedule.• Must be able to obtain a Client Public Trust. This positions requires an extensive background/ credit check and may require eligibility up to Top Secret/ SCI Clearance.• High School Diploma is required, Bachelor's degree is preferred.