Network Operations Center Technician (NOC) - FS390

Network Operations Center Technician (NOC) - REMOTE

WHY JOIN FRESCHE?

Our distinct company culture has made us a top employer, as well a premiere choice for our customers for the last ten (10) consecutive years. We work hard to ensure that our values permeate the company and are reflected in everything we do. Whether it be in setting priorities, defining ideas, or carrying out processes, we are committed to ensuring that our values are manifested at all levels of our organization.

POSITION OVERVIEW:

The Network Operations Center Technician (NOC) performs technical analysis of system performance, analyzes alerts/monitors, and documents issues as they occur across Fresche Solutions’ managed services business and PaaS IBM i cloud environment. The Network Operations Center Technician (NOC) is responsible for researching and documenting various mitigation strategies to resolve incidences or, depending upon complexity, escalate the issue to higher-level systems and network engineers. They must maintain a current and thorough knowledge of customer environments, focusing on their significance to customer operations. This individual must be able to prioritize the remediation of issues in a rotating shift environment with critical uptime requirements.

This is a full-time, fully remote role, 4 days per week (10-hour shifts) on a rotating basis. We offer fantastic benefits.

Essential Job Functions:

• Recognize, identify, prioritize, and track incidents per customer business requirements, organizational policies, and operational impact.
• Troubleshoot and resolve Tier 1 incidents using documented procedures and research capabilities.
• Document all actions following standard company policies and procedures.
• Categorize issues for escalation to appropriate technical teams.
• Track and update incidents using Fresche’s ticketing system, Sales Force Service Cloud (SFDC), clearly and efficiently according to SLA requirements.
• Provide escalation status notifications throughout the enterprise on service-impacting events.
• Create incident reports for internal and external communication and provide status updates following established SOP and SLA guidelines.
• Collect and review performance reports for various systems and report hardware and application performance trends to assist senior technical personnel in predicting future issues or outages.
• Notify customer and third-party service providers of issues, outages, and remediation status.
• Work with internal technical and service teams to create and update knowledge base articles.
• Perform daily checklists (SOP), health checks, and walkthroughs.
• Assist with daily operational tasks.
• Support multiple technical teams in various assigned shifts.

Requirements:

• Pursuing a degree in computer science, systems analysis, a related study, or equivalent experience.
• Excellent written and oral communication skills.
• Ability to problem solve through analysis and ongoing feedback.
• Ability to assess and prioritize incidents and respond or escalate accordingly.
• Must be able to perform at a high level individually and within a team.
• Documentation skills, including all aspects of trouble-ticketing (including Incident, Request, and Change types of tickets) and managing SharePoint and Fresche Solutions shared-drive postings.

Preferred Qualifications:

• Bachelor's degree or Trade School graduate in computer science, systems analysis, or related studies.
• Experience supporting and monitoring network systems, servers, or storage in an enterprise environment.
• Broad experience using a variety of monitoring and ticket management tools.
• Experience utilizing tools to monitor network uptime & availability.
• Experience in incident management.
• Experience with x86, Virtual Machines, ESXi a plus.

Company Overview: In Marietta, GA, Fresche Cloud, a business unit of Fresche Solutions is a fast-growing cloud solutions provider offering IBM i and Intel cloud, backup, DR, and manage services solutions. Our growth is fueled by our focus on bringing together technology, services, and engineering expertise to simplify and improve our clients' business operations.

We are proud to be an equal opportunity employer and are committed to fostering a diverse and inclusive workplace. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

WHAT’S IT LIKE TO WORK AT FRESCHE?

Visit our Website and Apply Today: https://freschesolutions.com/careers/

FOLLOW US ON: LinkedIn: https://www.linkedin.com/company/fresche-solutions

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