Network Operations Center (NOC) Analyst
Auxis
Heredia, CR
hace 12 días

General Responsibilities

  • Manage and maintain system monitoring.
  • Create tickets based on monitoring results or findings.
  • Assign tickets to resources based on technology, location and load
  • 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
  • Perform random checks on tickets to make sure they are closed with the proper comments, root cause and activities done
  • Fault handling and escalation (identifying and responding to faults on monitoring systems and networks, liaising with 3rd party suppliers or engineers, handling escalation through to resolution.
  • Work with vendors support contacts to resolve technical problems with computing equipment, software or services.
  • 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.
  • Additional Responsibilities

    In addition, the NOC Analyst will provide support to the Auxis Service Desk, working with a specified schedule to support Auxis internal and managed services clients.

    Additional responsibilities include :

    Incident / Request / Problem / Knowledge Management

  • Perform Incident and Request Queue Management for Auxis clients and assign the tickets as appropriate
  • Assign tickets to resources based on technology, location and load
  • Escalate tickets as required
  • Assign proper priorities
  • Discard or cancel tickets that are not required
  • Identify reoccurring incidents or situations affecting multiple users and create problems as per ITIL standards
  • Perform random checks on tickets to make sure they are closed with the proper comments, root cause and activities done
  • Provide level 2 support for Service Desk operation.
  • 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.
  • Research, resolve, and respond to complex questions received via telephone calls, callbacks, or escalations, and provide support on electronic services, in accordance with current standards.
  • Additional responsibilities include,Comply and adhere to Auxis operational processes and security policiesUse of Auxis Service management tools for Incident, Problem, Change and Configuration managementUse of Auxis monitoring and management tools for the devices and infrastructure applicationsAttend all operational and project (ad-
  • hoc) related scheduled meetings as required

    Skills and Experience

  • English Language (Oral and written)
  • Device Monitoring (NOC) or technical support experience. 12 months or more
  • Analytical and problem solving skills
  • Strong sense of logic
  • Team worker
  • US Tourist Valid Visa for potential travel to US as required (cross training, operations and / or project work) desirable
  • Schedule flexibility
  • Knowledge / Training on best practices or IT frameworks, such as ITIL (Information Technology Infrastructure Library) desirable
  • Good communicator with a natural aptitude for dealing with people
  • Basic System Administration skills
  • Inscribirse
    Añadir a los favoritos
    Eliminar de mis favoritos
    Inscribirse
    Mi Correo Electrónico
    Al hacer clic en la opción "Continuar", acepto que neuvoo recolecte y procese mis datos de conformidad con lo establecido en su Política de privacidad . Tengo derecho a darme de baja o retirar mi autorización en cualquier momento.
    Continuar
    Formulario de postulación