Job description
This position is responsible for assisting the NOC team with daily activities, tracking operational tasks and workload. The role of the NOC Technician is to ensure the availability, reliability, integrity, and efficient operation of the network systems that support the enterprise technology functions. This is achieved by system, application, network and database monitoring. In this position, the NOC Technician will play a crucial role in the Network Operations Center by being a key member of the service solution monitoring team. In addition to monitoring the NOC Technician will be required to provide support to the Operations Application Support and Operations Engineering teams to assist in troubleshooting service/system issues, collecting system/application/performance data, managing trouble tickets, performing notifications and escalations. The NOC Technician will apply proven analytical, and problem- solving skills to help identify, communicate, and resolve issues in order to maximize the availability and performance of the network and application environments.
Essential Duties and Responsibilities:
Responsible for managing ticket queues and team workload to ensure SLA’s and KPI objectives are met.- Plays a pivotal role in employee development through coaching, mentoring and training.
- Works with NOC Supervisor to identify and create system and workflow improvements to enhance the NOC’s efficiency.
- Understand and abide by Incident, Problem and Change management processes and procedures.
- Frequently communicates quality expectations to the team and be able to identify and motivate top performers.
- Production environment monitoring for alarms and performance issues on systems, applications, databases and network/customer connectivity.
- Manage alarm events and technical application issues – creating, modifying and closing trouble tickets and routing issues to appropriate teams or vendor to be investigated and provide assistance wherever needed or requested.
- Perform assigned daily, weekly and monthly operations maintenance duties.
- Perform basic system administrator functions such as: alarm clearing and resolution, review error logs, run performance and capacity analysis reports if applicable and provide overall system administration assistance whenever needed or requested.
- Support system maintenance and testing initiatives.
- Strictly adhere to Standard Operating Procedures (SOP’s) and Protocols defined for Operations Center personnel.
- Generate and maintain operational and technical documentation to support the development and/or improvement of all Operations initiatives - Standard Operations Procedures and Technical Administration Guides.
- Must be available to work 24x7 rotating shifts including day, swing, nights, weekends and holidays.
- On-call availability on a rotational basis is a requirement of this role.
- Consistent and regular attendance including on-call availability on a rotational basis, is an essential function of this job.
- May perform other additional duties and responsibilities as assigned.
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Outstanding oral and written communication and interpersonal skills.
- Proven competency with computer systems, customer environments, and operational procedures.
- Previous experience in Network or Service Operations Center, technical troubleshooting, customer support, monitoring systems and knowledge of ticket and incident management, resolution and escalation processes.
- Knowledge of IT service operations and management. Experience in a customer care and technical support in an IT environment.
- Proficiency with Microsoft Office Applications Suite and SharePoint.
- Proficiency with ITIL standards, ServiceNow, Testing, Number Portability, Telecommunications and Networking is a plus.
- Strong customer service orientation.
- Demonstrated abilities to identify priorities, meet deadlines, give direction, and hold self and others accountable for success.
- Excellent attention to detail in a high-pressure, dynamic environment.
- Prior leadership positions a plus.
- Must have a working knowledge of engineering tools and methodologies.
- Solid understanding of Firewalls to include:
o Check Point
o Blue Coat
o Juniper
- The NOC Technician must understand the nature of the work being performed by the team and have the ability to hold team members accountable.
- In addition to working as a NOC Technician, this person will also be responsible for working tickets and supporting customers alongside of the team.
3-5 years of experience in working in a Network Operations Center (NOC) or technical support center environment.- 5+ years of experience in customer service focused jobs related to information technology.
- 2-4 years of experience monitoring an enterprise or metro network environment.
- A firm understanding of the logical flow of an application’s traffic within a network and be able to communicate the issues that are occurring.
- Intermediate understanding of networking technology, such as routing, switching and IPSEC VPN Tunnel.
- Strong network fundamentals – OSI Reference Model, TCP/IP Stack.
- Strong knowledge of the following Microsoft, VMWare and Avaya products.
- Advanced competence with monitoring tools, techniques, alerting and notification processes.
- Hands on, demonstrable experience in one or more of the following technologies: NetScout, Avaya, InfoBlox, Solarwinds, Squared Up, SCCM, or New Relic.
- Willingness to research and learn new technologies before escalating to senior support engineers.
- Ability to focus on multiple tasks simultaneously.
- Ability to think critically and exhibit strong problem-solving skills.
- Ability to acquire or qualify for a GCB card.
- Bachelor’s Degree in a related field or the equivalent combination of education, professional training or work experience (6 years.)
- ITIL Foundations
- At least one networking, systems or security certification.
- Two years experience in Project Management preferred.
- Two years experience in managing personnel preferred.
Additional Information
Wynn Resorts is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Wynn Resorts does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.
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