Requirements

2 or more years of experience in systems administration, help desk, or call center support.
Proficiency with incident management, call tracking, and ticketing software, preferably ServiceNow.
Experience monitoring network operations using tools such as SolarWinds and SquaredUp.
Experience troubleshooting end-user issues across varying IT skill levels and escalating as needed.
Experience with after-hours or shift-based network operations center (NOC) support.
Excellent written and verbal communication skills, with strong phone etiquette and customer-service orientation.

Responsibilities

Answer inbound network support calls and create/escalate trouble tickets to engineers and third-party providers.
Monitor network and hardware status using established tools, initiating action on outages and alarms.
Perform first-line investigation, diagnosis, and prioritization of network incidents.
Coordinate with network staff and vendors to support service restoration efforts.
Serve as the primary after-hours network contact, issuing status updates and incident communications.
Update network operations and knowledgebase documentation, and support disaster recovery activities.

Founded in 1999, Resourcesoft, Inc. is a leading Technology Consulting and Professional Services organization. Headquartered in Marlborough, MA, the company serves the technology needs of its clients nationwide. Resourcesoft has often been recognized by prominent rating agencies for its exemplary growth and stability. With over two decades of industry experience, the Company has evolved as a front runner in enabling project optimization. We partner with leading organizations to provide technology solutions within the financial, insurance, education, government, publishing, healthcare and pharmaceutical domains. We take pride in mentoring a workforce that is well positioned to respond to the emerging IT trends and needs. With the employees at the crux of every business endeavor, our success is driven by our expertise in pairing the right talent with the best jobs in the technology sector. We forge long term, personalized relationships with our employees to advance their career to the next level. We engage them in technology centric client projects that provide opportunities for them to evolve, innovate and deliver world class products and services. Our career opportunities offer challenging assignments and exposure to emerging and cutting edge technologies. We are committed to providing our employees with the tools necessary to accelerate their career progression, while maintaining a healthy, work-life balance. We are deeply committed to providing a workplace ambience that is both challenging and fulfilling.

Resourcesoft is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

For more information about Resourcesoft and our services, please visit our website.

Network Operations Center Analyst

Key skills

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