Network Operations Center Technician

Description:

"Network Operations Center (NOC) provides 24 x 7 x365 continuous support and monitoring of client's Business and Network Computer Systems and infrastructure services, customer service support, data center infrastructure support, enterprise scheduling service and all after hours and holiday service desk calls. Employees are considered essential personal and must respond to their job responsibilities regardless of weather, disaster, etc. NOC provides enterprise-wise system processing, monitoring, and support across a corporate landscape located San Antonio area. Identifies and analyses of the systems/applications that support financial, purchasing, customer services, and work management for client's business critical processes. These servers are provided in coordination with separate technology systems owned and maintained with Energy Supply, Energy Delivery & Solutions, and Corporate Administration and Shared Services. Acts as the hub during system maintenance and outages, providing the central point of contact.

NOC is the first point of contact for end users of client's IT services and incidents for after hours, holiday’s, and weekends, providing support during the non-working hours of the Service Desk. This provides consistency to the end user. Employees must be extremely flexible with their working hours and assigned duties. They are often the first to identify trends that potentially can have a negative impact within the work environment. Employees must have a combination of technical ability and soft skills that benefits not only the end user, but the company as a whole. Provides service excellence to customers while following the guidelines of the organization. Disruptions are escalated promptly and efficiently allowing the customer (internal employees) to remain productive, this keeps the organization and/or supported customers performing at the highest level possible. Coordinates issues resolution with other support areas to minimize down time.

Working Environment

Industry office standard, however, at times high stress. Must have the ability to remain at desk to process service requests and monitor for long periods of time without a break. At times only staffed with one person for an entire 12 hour shift. Ability to travel for training sessions and other business related events. Use of personal computing equipment, telephone, multi-functioning printer and any new technology offered. After hours work is required without much notice, including call duty requirements.

Physical Demands

Position requires manual dexterity, sitting, standing, walking, stooping, kneeling, crouching and crawling. Must be able to exert or lift up to 40 pounds.

Job Function

• The monitoring and support of Corporate and Operational: Computer systems (hardware, software, CPU , file systems) Network infrastructure, including firewalls

• The monitoring and restart of file systems backups

• Monitoring and support of problem resolution for batch processing

• Monitoring and support of processes for SAP applications: SAP-CIS, SAP-FIS, SAP-SAP-CIS, SAP-FIS,SAP-HR, SAP-WMS, and SAP-AMI

• The Monitoring of Telecom infrastructure

• Answer Third party vendor calls and escalate to support teams

• Answer EIT support line (2020) after hours, weekends, and holidays

• Data Center environment monitoring at: Main Office, EMC, TLC

• Document and escalation of issues to Support Teams

• Coordinate with Production Control & Support Teams for critical alerts

• Support and coordinate scheduled outages

• Compile and distribute daily Morning Report

• Compile and distribute Weekly Report

• Maintain updated NOC Procedures

• Maintain updated call duty rosters for Support Teams

• Maintain 24x7x365 coverage"