AddressAbout the role
The NOC Analyst is responsible for monitoring and responding to infrastructure alerts and events across our entire client base. As a member of the Network Operating Center, the NOC Analyst makes timely decisions to ensure optimal network performance and organizational productivity.
Position focuses on flexibility, availability, adaptability, with a superior level of focus on customer service, and awareness of SLAs with the expectation to exceed customer expectations in all areas of responsibility.
What you'll be doing
- Partners with business leaders to deliver services that support company objectives and that are consistent with Winning Together values.
- Engage with both technical and non-technical customers through multiple communication channels including but not limited to phone, email, chat, and ServiceNow.
- Perform remote installations, upgrades, and repairs using phone, chat, and remote access methods.
- Comprehensive knowledge of technologies found commonly in an IT workplace: Microsoft OS both Client and Server, Microsoft Office, Web based Application/Interfaces and service delivery management tools such as ServiceNow, along with other applications.
- Perform other duties as assigned by management.
- Achieve performance targets established by leadership for applicable Key Performance Indicators
- Implement and make recommendations to improve methodologies, core competencies and processes for the NOC to ensure stable and quality product & service delivery consistent with company objectives and client expectations
- Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day to day service delivery operations and the client experience
- Triage and manage customer incidents, requests and problems, vendor engagement, preventative maintenance, etc.; making decisions and escalating when required.
- Author, maintain and adhere to process and procedures, documentation/specifications, including technical guides and troubleshooting information.
- Proactively monitor and take action on major and minor alarms from various monitoring and event management systems.
- Log and document all work in ServiceNow maintaining detailed records regarding incident, request and problem management.
- Coach and mentor new hires.
- Prioritize and perform "White Glove" resolutions with escalated and/or high visibility incidents.
- Participate in the escalation and on-call rotation.
- Embrace and support Computacenter’s mission and core values.
What you have
- Legally eligible to work in the United States.
- Familiarity with modern operating systems, applications, data center and cloud technologies. (Windows, Linux, VMWare, AWS, etc. Datacenter Storage and Server experience a plus)
- (Growth potential) Ability and desire to write code (PowerShell, Python, JavaScript, etc…) and solve problems programmatically a major plus.
- Customer satisfaction, retention and acquisition.
- Strong personal desire to develop subject matter expertise in a timely manner.
- Ability to solve problems elegantly and enable other team members to do the same.
- Delivery of incremental value to the team in terms of peer perception, growth of the business and technical value shared with the team.
- Technical aptitude and desire
- Intrinsically motivated to learn and succeed
- Customer centric mindset
- Communication skills (written and verbal)
- Detailed analytical thinker
- Values and adopts process, but is not paralyzed by it
- Possess a strong sense of urgency
- Values team success over individual success
- Patient, persistent and favors elegant and reusable codified execution over fast outcomes.
What you can expect
There’s so much more to enjoy about being at Computacenter than just having a rewarding career. In addition to offering competitive compensation plans and long-term career opportunities, we provide an attractive mix of benefit plans to contribute to your good health, future financial security, and peace of mind.
About us
Computacenter is a leading independent technology partner, trusted by large corporate and public sector organizations. We help our world-renowned customers to source, transform, and manage their IT infrastructure to deliver digital transformation, enabling users and their business. We’re a public company quoted on the London FTSE 250 (CCC.L) and employ over 20,000 people worldwide. In the US, we support some of the country’s best-known businesses with regional hubs in San Francisco and Irvine, CA; Norcross, GA; Plano, TX; and New York City; and Integration Centers in Silicon Valley and Atlanta. www.computacenter.com/us
