NOC Analyst
Auxis
Heredia, CR
hace 3 días

Job Summary

NOC is a centralized location from which one or more telecom networks are keenly observed, administered, and maintained by administrators.

The primary role of administrators is to ensure the optimization of network operations on various mediums. NOCs also oversee performance issues and power failures which affect critical services and solutions.

A NOC (Network Operation Center) Analyst plays a crucial role in analyzing system issues and breakdowns the moment they occur across enterprise networks of clients and other users.

This analyst undertakes research to resolve the issue or alerts and engage the proper parties to ensure minimal down time of critical services.

It is the responsibility of the analysts to perform research and document best practices to keep problems in check, it is required to have in-

depth knowledge of current client technologies and understand how their network’s operations may get impacted. The role requires to work flexible hours, as issues crop up unannounced.

Responsibilities

  • Manage and maintain system monitoring.
  • Create tickets based on monitoring results or findings.- Assign tickets to resources based on technology, location and availability.
  • Escalate tickets as required- Assign proper priorities - Discard or cancel tickets that are not required- Communication and escalation to providers or vendors when necessary -
  • Complete basic troubleshooting when applicable.- Identify reoccurring incidents or situations affecting multiple users and create problems as per ITIL standards-

    Identifying and responding to faults on monitoring systems and networks.- Liaising with 3rd party suppliers or engineers, to ensure minimal down time.

  • Follow Standard Operation Procedures(SOP's), ensure proper application and update the information as needed.
  • Acquiring and maintaining knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users.
  • Use of Auxis Service Management tools to record and maintain service incidents logs.
  • Perform Incident and Request Queue Management for Auxis clients and assign the tickets as appropriate
  • Identify reoccurring incidents or situations affecting multiple users and create problems as per ITIL standards
  • Work closely with and in support of the IT Service Desk and Engineering team members.
  • Coordinate user and support issues among corporate sites to ensure timely distribution of knowledge and positive impact on user satisfaction and productivity.
  • Skills and Experience

    11 am to 8 pm with Friday / Saturday off

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