SUMMARY The ITOC Engineer is a front-line employee for company. The IT Operations Center is primarily responsible for providing 24x7x365 monitoring of alerts for internal and client systems and network environments. On this team, the ITOC Engineer is responsible for supporting and monitoring IT Network/Security/Infrastructure platforms and providing day-to-day operational and engineering support. Additionally, he or she coordinates and communicates planned upgrades, process and product enhancements and maintenance for servers, infrastructure and network systems. ESSENTIAL DUTIES AND RESPONSIBILITIES Includes the following. • Provide desktop support for TBC employees and clients • Leverage monitoring applications to proactively identify issues and areas for improved performance • Provide excellent customer service • Complete systems installations and upgrades • Oversee data storage and retrieval systems • Systems & Networking monitoring and alerting • Incident management & escalation • Level II troubleshooting of systems, network and security issues • System administration • Wring and updating runbooks, development of configuration and standards, creation of weekly and monthly reporting • May perform other duties as assigned A typical day in the life of an ITOC Engineer might include: • Installing and configuring software, hardware and networks • Monitoring system performance and troubleshooting issues • Communicating with clients to understand issues, share information or resolve issues • Initial ticket triage and performing Tier 1 and Tier 2 troubleshooting for incidents and alerts • Provides excellent customer service and support to a variety of customers • Escalation of issues to appropriate engineering teams and management • Perform tasks in accordance with established policies, procedures and processes • Provide accurate and detailed work notes in ServiceNow to track incoming calls, troubleshooting efforts and fix actions • Performs OS installation and patching • Asset management and tracking • System provisioning as requested QUALIFICATIONS Required Skills/Experience • 2-5 years as a NOC Engineer or equivalent experience • At least an associate degree, or equivalent, in information technology, computer science, information security or related areas, or equivalent • Familiarity with Windows, Linux, or Unix operating systems • Proficiency in configuring and troubleshooting network devices like routers, switches, and firewalls • Strong knowledge of networking concepts, including TCP/IP, DNS, DHCP, routing protocols (e.g., BGP, OSPF), and VLANs • Experience in DNS, IPAM, Active Directory, Networking, Cloud and virtualization Technologies, Monitoring and Observability Solutions (LogicMonitor, SolarWinds, etc) • Basic knowledge of Linux servers, web scripting languages, network technologies, network devices and tools • Proficiency in troubleshooting PC, peripherals and software upgrades and IT Administration • Backup Technologies such as Veeam, HYCU, and others • Patch Management solutions such as Manage Engine, Ivanti, Intune, SCCM, and others • Basic scripting knowledge (e.g., Python, Bash, PowerShell) for automation tasks Recommended Skills/Experience • Bachelor’s degree in technology or business • ITIL Foundations Certification • Professional network and other computer certifications, such as A+, MSCE, Nutanix, VMware, Azure, CCNP, Network+ HOW YOU KNOW IF THIS JOB MIGHT BE FOR YOU • You enjoy taking on difficult problems and finding creative solutions. You don’t get flustered easily. If you don’t find the answer right away, you will keep digging until you find it. • You like meeting and working with new people. You are comfortable engaging with people at all levels in an organization. You speak eloquently yet exude authenticity and trustworthiness • You are motivated and driven to deliver value. You take ownership of your responsibilities and follow through on all client and team member requests and questions • You are comfortable with change and multi-tasking. You enjoy learning new concepts and are quick on your feet. When things change, you know how to “roll with the punches” • You are an excellent communicator – verbal and written, capable of setting clear expectations while listening to understand WORKING CONDITIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed in this job description are representative of knowledge, skill and/or ability required. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.
Job Title
IT Systems Engineer (ITOC)