The Senior Technical Specialist is a hands-on mix of leading and training the GNOC technical specialists and assisting with the development of tools and processes used in deploying networks and providing day-to-day support for live deployments. The role directly reports to the General Manager- GNOC and will involve assisting in active direct engagement with internal customers providing technical diagnostic support, deploying networks, and MACD changes.
Job Description
The keys responsibilities of the Position include:
- Commercial
- Service Levels
- Ensure that all client contracted technical service level agreements are met and correctly reported.
- Service Levels
- Operations
- Service Delivery
- Provide timely response to all incidents, outages and performance alerts. Categorize issues for escalation to appropriate teams
- Provide Second level support for our clients.
- Recognize, identify and prioritize incidents in accordance with business requirements, organizational policies and SLA.
- Collect and review performance reports for various systems, and report trends in hardware and application performance to assist senior technical personnel to predict future issues or trending.
- Monitor a wide variety of information and network systems that include, but are not limited to LAN systems, routers, switches, firewalls, wireless equipment, core linux servers, core applications
- Document all actions in accordance with standard company policies and procedures
- Work with internal and external technical and service teams to install the company solution.
- Perform basic systems testing and operational tasks (installation of patches, network connectivity testing, script execution, etc.)
- Support multiple technical teams in 24 x 7 operational environments.
- Develop and participate in an On-Call roster.
- Service Delivery
Qualifications
- A minimum of four years of experience supporting and monitoring network systems and servers in an enterprise environment. Previous NOC experience is good to have.
- Understanding of key network monitoring protocols including SNMP, IPMI, syslog, etc.
- Knowledge of routing and switching technologies including TCP/IP, STP, VLAN, VRRP, CDP, LLDP, etc
- Customer communication skills, with the ability to communicate clearly with customers and technical personnel in high-stress situations
- Multiple hardware vendor support.
- Ability to think outside the box.
- Working experience using Icinga, Netbox, Nagios, Ansible or similar monitoring systems.
- Experience monitoring large scale systems
- Broad experience using a variety of monitoring and ticket management tools
- Experience providing remote support using virtual desktop tools and/or ssh.
Arvin Clark Sikat, Sombilla EA License No.: 02C3423 Personnel Registration No.: R1222536
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