NOC Manager

We are looking for a dynamic and experienced NOC Manager to join our fast-paced, growing managed service provider family at Premier Networx! As a managed service provider, we provide proactive IT support to our SMB clients in the greater Augusta area.

Our Culture - We emphasize the importance of education and continuous improvement. Through teaching, training, collaboration, and perseverance, we strive for personal and professional growth. Our belief in the value of knowledge drives us forward. We understand that the skilled services we offer are our product, and it is our top priority to provide exceptional service to our clients with genuine care for their satisfaction.

Our People

• We strive for excellence in everything we do
• We always aim to make a positive impact with each other and our clients
• We have passion that drives us to continuously learn and grow
• We are dedicated to creating a supportive and inclusive environment where everyone feels valued and respected.
• We believe together, we can achieve great things.

Our Core Values define who we are and guide our actions

• Proactive Ownership – Taking initiative, assuming responsibility, and driving results without waiting for instructions.
• Client Experience First – Prioritizing the satisfaction and success of our clients.
• Unrelenting Dedication – Persistently pursuing excellence even in the face of challenges or setbacks.
• Promises Kept – Fulfilling commitments, honoring agreements and delivering on our word.
• Embraces Change – Welcoming and adapting to shifts, innovations and evolving circumstances.

By upholding these core values, we create a strong and supportive culture that enables us to achieve great things together.

What We Offer

• Ambitious learning environment—we pay for certifications & reward learning achievements.
• Customized career-progress plan tailored to your skill level, interests, and goals.
• Generous leave: PTO, Holidays, and Comp time
• Competitive and comprehensive medical, dental, and vision insurance, including life and disability plans.
• Retirement – IRA

DUTIES AND RESPONSIBILITIES

• Process Ownership: Constantly develop, review, refine and enforce methods and best practices around process (ITIL) definition, scoping, documentation, budget tracking, staffing, client satisfaction reporting, etc. 

• Take Ownership of all NOC management servers (RMM) and hosting (Cloud) providers 

• Take Ownership of Firewall Management Systems 

• Take Ownership of Centralized Antivirus Management Systems 

• Take Ownership of Client Patch Management Systems 

• Provide leadership, technical expertise, and management to NOC team 

• Provide monitoring for excellent network availability and quality assurance 

• Ensure NOC team achievement of the production Service Level Agreement (SLA) 

• Creation and maintenance of stable office environment for PC and Desktop users internal and external clients 

• Network administration and configuration for desktop infrastructure support services 

• Provide consistent monitoring of Backup and Disaster Recovery devices and manage failures as required 

• Configuration and fine tuning of monitoring tools for all network infrastructure 

• Ensures configuration management records are updated following the removal/installation of hardware/software 

• Maintains a situational awareness of the environment 

• Provide knowledgeable assistance and coordination with field engineers, service providers, vendors and other outside support 

• There may be a requirement to work outside normal office hours to undertake routine maintenance or resolve problems 

QUALIFICATIONS AND REQUIREMENTS

• Bachelor’s or associate degree in computer-related field, with courses in computer science
• 5 years of relevant service in a NOC environment
• 2 years’ experience as a NOC Manager  
• Must have exceptional long term IT Support experience 
• Must have solid in-depth team management experience 
• First rate Windows desktop support experience 
• Very strong written and verbal communication skills 
• Experience of working to strict SLA (Internal and External) 
• Advanced experience required: Windows Systems, Microsoft AD, Azure, Cisco, O365, SonicWall, Virtual Apps, and Desktops.
• Knowledge of MS Hyper-V/VMware or Azure administration and support.
• Knowledge of Office 365 administration with domain synchronization.
• Office Suites 2007 – 2013 (Email, Excel, PowerPoint, Word) 
• Visio 
• Project 
• Sound applied and theoretical knowledge of Microsoft Desktop Operating and Application systems 
• Experience of working on an IT helpdesk 
• Experience of creating and maintaining technical support and end user support documentation 
• NOC Manager must demonstrate a functional understanding of network equipment, their operating systems, inter-networking operating system (IOS) commands, and network protocols infrastructure and interdependencies. The NOC Manager shall possess skills/methods that utilize appropriate tools to rapidly identify and notify technicians /management of network outages and/or problems  
• Good working knowledge in the area of optical transmission network (SDH/DWDM), data networking (TCP/IP), IP protocols (BGP, IGP, OSPF, IS-IS, MPLS…), IP addressing, DNS’s and IP-VPN’s 
• Skilled in performing complex, network performance analysis and root cause analysis
• Strong organizational, planning and people management skills including coaching, promoting teamwork, resolving conflict, and conducting performance evaluation 

• Creative thinking, to be able to come up with new ideas to improve network operations standards and procedures 
• Motivational skills and the ability to supervise and lead a team of NOC Engineers 
• Ability to establish and maintain cooperative working relationships with other departments, services providers, company, and vendor support organizations 
• Outstanding judgment and the ability to interact in a stressful and challenging environment 

Preferred Certifications:

• MCSE or Azure Administrator Associate
• CCNA
• CCNP
• Security
• Network