Net Ops Engineer Tier 1
New York, NY

Job Description

The Net Ops Engineer will monitor our Network Monitoring System and act as a primary responder to address Windows Server, workstation, and various network system alerts coming into our NOC from our client sites as well as ECI's network. The hours for this shift are Monday to Friday, 6:00am to 3:00pm EST.

Position Responsibilities

* Responds and action alerts from centralized management system to maintain health of platform
* Onboarding of new clients to the platform, ensures proper installation and configuration of our monitoring software
* Assists in troubleshooting WMI and SNMP on company and client systems
* Provides weekly status updates on outstanding tickets and current projects
* Troubleshoots, evaluates, tracks, and manages network problems and recommend the best solutions while escalating to higher tiers according to NOC procedures
* Performs initial troubleshooting, problem analysis and isolation of network and system events in accordance with NOC incident management guidelines
* Understands and responds properly to escalation procedures
* Provides quality, timely and accurate end-to-end support of any issues within functional area of responsibility-this includes (but not limited to) phone, email and documentation/tracking of the incident in the ticketing system
* Enters data into trouble ticketing system in an accurate and complete manner to document problems including diagnostic results and multiple product correlation as well as escalation and repair performance information
* Escalates outage events and or impairments to appropriate individuals and organizations, when not resolved in the prescribed amount of time
* Monitors and track scheduled network maintenance activities in applicable tools analyzing the duration and potential impact to customers and ensuring they are consistent with approved times for these activities
* Provides input and feedback for the development and improvement of NOC
* Provides administrative bridge management and oversight during network events/outages

Position Requirements

* College diploma or University degree in the field of Computer Science or equivalent field and/or 5+ years of experience with a minimum of 3 years of end user support
* One to Two years of experience working with a Network Monitoring System while working in a NOC environment
* One to two years of experience in supporting and troubleshooting a multi-server network environment
* Experience working directly with technical managers as well as technical end users
* Knowledge of at least one trouble ticket system, ConnectWise desirable
* Excellent communications and soft skills, including ability to listen to and summarize and concisely share key information with customers
* Ability to demonstrate managing multiple priorities and solve problems in a fast paced environment
* Exceptional written and oral communication skills
* Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
* Strong documentation skills
* Ability to absorb and retain information quickly
* Ability to present ideas in user-friendly language
* Highly self-motivated and directed
* Sharp attention to detail
* Proven analytical and problem solving abilities
* Capable of multitasking in a high pace environment, effectively and efficiently
* Exceptional customer service orientation
* Ability to demonstrate client sensitivity
* Ability to work both independently and in a team-oriented, collaborative environment
* Ability to effectively prioritize and execute tasks in a high-pressure environment
* Personnel excellence, accuracy, and Customer focused
* Detail Oriented: able to apply consistency throughout the work product
* Follow directions yet applies judgment and can be flexible
* Takes initiative and is pro-active: able to note things that need to be done without being prompted and proactively address them

Technical Requirements

* Demonstrated knowledge in the support of servers, workstations, and related components
* Core understanding of networking (TCP / IP, WINS, DHCP, DNS, etc.)
* Exchange Environments, 2010/13 experience highly preferable
* Strong experience with Active Directory, LDAP, WMI, and SNMP
* Experience with performance monitoring, tuning, and troubleshooting
* Knowledge of DNS, mail routing protocols, AD replication, IP, VPN
* Basic understanding of routers, hubs, switches, firewalls, wireless, etc.
* VMWare experience is a plus
* Experience with server related technology (e.g. RAID systems, backups, SAN, OS, etc.)
* Highly organized, able to multi-task, the ability to work individually, within a team, and with other groups
* Experience with Unix/Linux is a plus
* Microsoft certifications is a plus

Working Conditions

* Ability to work independently with moderate supervision.
* Ability to be flexible and successfully respond to multiple work pressures, with a sense of urgency.
* Ability to work under a moderate noise level (i.e., working on an open floor with printers, telephones, and computers).
* Overtime may be required to meet project deadlines (including late nights and weekends).
* Ability to travel for business and work beyond normal business hours when necessary.
* Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
* Lifting and transporting of moderately heavy objects, such as computers and peripherals.
* I acknowledge that this role description accurately and effectively represents the role that I fulfill at Eze Castle Integration.

ECI is a leading provider in the financial industry of cloud and technical solutions. With over 25 years in business, ECI has upheld a reputation of developing top-tier industry technologists by allowing them to work in fast-paced and dynamic environments. Focusing on a "promote from within" culture allows our team to grow both personally and professionally.

We offer competitive salaries and our generous benefits package includes health and dental insurance at great employee rates, life insurance, short/long term disability, paid time off and holidays, a 401K plan and performance incentives. Come work for the leader in cutting edge technology and see for yourself how we value our clients and employees alike.

ECI is an equal opportunity employer. In accordance with anti-discrimination laws, ECI prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. ECI conforms to the spirit as well as to the letter of all applicable laws and regulations.