The ENOC(European Network Operations Center) Analyst is responsible for proactive service monitoring and reactive customer request management. The position operates on a rotating schedule in support of operations 24 hours a day, 7 days a week. The successful candidate will be available to work a variety of shifts.
Monitor Alerts/Alarms and Incident tickets for IT infrastructure of various customers enterprise networks
Answer incoming calls, triage and solve a variety of helpdesk inquiries.
Follow established procedures for troubleshooting
Execute scripts and commands specified in the troubleshooting procedures
Escalate issues to next level ,TAC and supervisors based on established procedures
Follow up with Escalation path to ensure resolution of issues
Document all activities diligently as specified
Good understanding of IT infrastructure (Servers, Network devices, Storage)
Familiarity with system administration activities (Windows, Unix, Active Directory, DNS etc.)
Familiar with network monitoring tools and software
Thorough understanding of network switching and routing, VOIP, QOS, Packet loss, network monitoring.
Must be able to multitask and work at a fast pace. Must be flexible and professional at all times even under pressure; Good interpersonal skills as communication will be required.
Ability to multitask and take on new tasks openly and willingly while maintaining flexibility and adaptability
Ability to self-prioritize tasks
Excellent organizational skills and initiative as work is often done independently
Composure under pressure is necessary
Excellent written and verbal communication skills are a must
Minimum 3-years Helpdesk experience
Other qualities and requirements:
Attention to detail
Ability to follow procedures precisely
Critical and analytical thinking skills
One or more of the following
Associate/BS degree in Computer/Technology field or equivalent work experience in related field.
3+ years of experience in monitoring and/or supporting Infrastructure, Network Devices and Applications in an Enterprise environment in a ENOC or Service Desk environment.