NOC Technician II

Information Technology Hollywood, California


Description

Position at j2 Cloud Services

 Work in the Network Operations Center Team for j2 Global Communications, Inc.  The j2 NOC is a 7 by 24 by 365 operation.

  • Work with Customer Service, Tier 1, Tier 2 and Tier 3 support groups to continually refine and improve the escalation and notification process. 
  • Troubleshoot & perform basic System Administration tasks for Windows and Linux Servers, and Cisco equipment. 
  • Ensure that all open tickets are appropriately updated within established time frames.

Job Duties:

 

  • Work in the Network Operations Center Team for j2 Global Communications, Inc.  The j2 NOC is a 7 by 24 by 365 operation. The successful candidate will perform tasks including but not limited to the following functions:
    • Monitor, notify, fix and escalate alarms related to production systems
    • Adhere to the shift schedule for the NOC Team and comply with all company and department policies.
    • Document issues using the Ticket Tracking System (Jira) and follow the Escalation and Notification Process.
    • Participate in Change and Release Management activities.
    • Coordinate change activities.  Contact and add required resources.
    • Develop and maintain documentation for NOC operations.
    • Constantly improve the alerting of supported systems by adding, removing or revising alerts to better reflect the current platform operations or as requested by management.
    • Accurately track hours worked using the time and attendance process. 
    • Prepare and publish shift turnover reports. 
  • Work with Customer Service, Tier 1, Tier 2 and Tier 3 support groups to continually refine and improve the escalation and notification process. 
  • Troubleshoot & perform basic system administration tasks for Windows and Linux Servers, and Cisco equipment. 
  • Ensure that all open tickets are appropriately updated within established time frames. 
  • Drive the Tier 1, Tier 2 and Tier 3 groups to resolve problems within established SLAs and OLA’s
  • Coordinate remote datacenter activities, whether performed by j2 staff or by outside service providers.
  • Contact Telco vendors to report circuit problems and escalate open trouble tickets to find resolution.

 

Job Requirements and Experience:

  • Must be willing and able to work any of the 3 shifts.  On-call and shift based work is required. 
  • 5+ years experience with telecom operations & remote co-lo based operations
  • 5+ years experience with Windows Server Administration and/or Linux, Unix or a similar OS
  • 5+ years experience with monitoring tools such as HP OpenView, Zabbix, SolarWinds, Gomez is required
  • Multi-tasking, self-motivated and project-oriented.   Project Management experience is a strong plus.
  • Ability to work individually, within a team, and with other groups.
  • Excellent verbal and written communication skills are required.  Candidate must be well versed in Microsoft Office and will be required to develop process documentation. 
  • Bachelors Degree and Technical Certifications are a strong plus and can replace some work experience.
  • 2+ years IT Help Desk experience is a plus. 
  • Multi-lingual is a plus