Job Directory NOC Engineer - II

NOC Engineer - II
Ashburn, VA

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Job Description


This is a senior level technical operations position whose main responsibilities include advanced troubleshooting of customer and internal mindSHIFT issues related to networks, systems, and related hardware/software. This position reports to the Network Operations Manager and considered a mid-level technical role with in-depth cross functional understanding of mindSHIFT and supported technologies. The quality of the work is evaluated based on the quality of results obtained via metrics, feedback from customers, and reports.


* Diagnose and manage network and server issues escalated by NOC I, Customer Care, and other mindSHIFT groups
* Perform advanced problem analysis, issue trending, and outage management
* Utilizes various network tools for monitoring and testing the network and associated devices
* LAN-based network provisioning, including existing DNS and VPN tunnel management
* Work with Network Design team to design/change WAN-based network requests
* Provide guidance to NOC I, Customer Care, and Customer Engineers regarding technical issues related to Windows Server, mail delivery, network problems, and other supported technologies
* Work with vendors to resolve issues for customers with technical support contracts with said vendors
* Provide timely updates to clients and internal staff regarding escalated issues and mission critical outages
* Provide weekend and off-hours support, as needed
* Input and manage tickets through our CRM system
* Generate documentation for processes in the NOC as needed
* Maintain client security levels and confidentiality of information
* Learn and follow company policies and procedures
* Perform in a fast paced, high volume environment
* Perform related tasks as required

QUALIFICATIONS (Education, Experience, and Certifications)

* Associate's degree in computer science or closely related field
* Three or more years of experience in managed IT services
* Equivalent combination of education, certifications, and experience totaling three years of experience can be substituted


* Advanced knowledge of networks and TCP/IP
* Advanced knowledge of Cisco ASA and Juniper Firewalls
* Advanced knowledge of Windows Server operating systems
* Advanced knowledge of Microsoft Exchange and Active Directory
* Knowledge of Broadsoft, Cisco, and other VOIP system technologies
* Knowledge of VMware and virtualization technologies
* Knowledge of SAN management and related technologies
* Knowledge of server and network hardware diagnosis, troubleshooting, and part replacement
* Strong teamwork skills and a systems approach to technology support
* Strong troubleshooting skills and a good foundation of best practices
* High level of verbal and written communications
* Customer service experience
* Ability to deal courteously with all mindSHIFT customers

Ricoh is an EEO/Affirmative Action Employer -- Minorities/Women/Protected Veterans/Disabled.

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