What are the responsibilities and job description for the NOC Technician position at Best Buy Health?
ABOUT THE TEAM
As Tier 2 support for our customers, the Network Operations Center Team bridges the gap between our Customers, Customer Care, and Engineering. In alignment with our company’s core values we strive to maintain the highest level of customer satisfaction through adherence to defined quality standards, responding to customer feedback, and collaboration with internal and external resources.
ABOUT THE JOB
As a Network Operations Center Technician, your primary responsibilities will be to monitor, manage, troubleshoot, mitigate, and maintain digital systems and services. Additionally, you will be responsible for the oversight of issues relative to network infrastructure, Best Buy Health device functionality, BestBuy Health applications & business systems, and datacenter infrastructure and services. Travel for on-site troubleshooting or network validations may be required.
RESPONSIBILITIES
As Tier 2 support for our customers, the Network Operations Center Team bridges the gap between our Customers, Customer Care, and Engineering. In alignment with our company’s core values we strive to maintain the highest level of customer satisfaction through adherence to defined quality standards, responding to customer feedback, and collaboration with internal and external resources.
ABOUT THE JOB
As a Network Operations Center Technician, your primary responsibilities will be to monitor, manage, troubleshoot, mitigate, and maintain digital systems and services. Additionally, you will be responsible for the oversight of issues relative to network infrastructure, Best Buy Health device functionality, BestBuy Health applications & business systems, and datacenter infrastructure and services. Travel for on-site troubleshooting or network validations may be required.
RESPONSIBILITIES
- Monitor, manage, customize, and maintain Network Monitoring tools and infrastructure (e.g., Solarwinds, DynaTrace, Zenoss, Appneta, DataDog, and AirWave monitoring and control applications)
- Add/remove/update Customer site equipment as needed, including ISP updates, firewall policy changes, network changes/additions
- Troubleshoot user and customer network outages, phone issues, and Best Buy Health device issues
- Conduct initial (level 1) troubleshooting of Best Buy Health Datacenter or application issues before escalation to the Systems, Network, Data, or Development Engineering teams
- Consult with network vendors to ensure success of Best Buy Health implementations
- Assist with Best Buy Health device installation and testing when necessary
- Update Operational Run Books and customer process & action plan documentation
- Act as incident manager for all incidents, escalating to the Major Incident Process when necessary
- Record and log all issues and incidents from various communication and telemetry points
- Execute monthly maintenance for premise and cloud-based systems
- Respond immediately to Hotline calls during on-call shifts
- Other duties as assigned
QUALIFICATIONS
Education: Associates degree preferred or equivalent experience
Certification(s): CCNA or equivalent preferred
Schedule: Shift work in a 24x7 NOC; must be able to work all shifts (Morning, Evening, Overnight) including weekends and holidays
Required Experience:
- Minimum 2 years of NOC, Operations Center/Data Center or Enterprise Desktop Support experience required
- Minimum 2 years of enterprise network infrastructure experience, including wireless, router, switches and firewalls is required
- Minimum 1 year of experience with Network Management tools required ( such as DataDog, Dynatrace, Nagios, SolarWinds, HPE OpenView, BMC Patrol, or any Application and/or Systems Performance Management tool etc.)
- Experience with Network and System Monitoring Tools required (DataDog, Dynatrace, and/or SolarWinds systems preferred)
- Proficiency in Windows 7 and 10 as well as Microsoft Office applications, including Visio, is required
Preferred Experience:
- Experience with managing vendor relationships is preferred
- Experience in a customer service role or direct Customer relations is preferred
- Experience in working within an ITIL Governance environment and knowledge of ITIL principles preferred
- Experience in configuring and troubleshooting network hardware including wireless, routers, switches and firewalls preferred
- Experience with Linux (CentOS, RedHat, etc.) operating systems preferred
- Understanding of basic network protocols (TCP/IP, HTTP, FTP, etc.) and utilities (Telnet, SSH, etc.) preferred
- Knowledge of wireless technology and protocols including 802.11b/g/n/ac/x, WEP/WAP, Bluetooth, GPRS, Roaming, Wireless Security, Wi-Fi management tools and packet capture/analysis, preferred
- Proficiency with Wireshark or similar tools for network troubleshooting preferred
- Experience in using Jira management system preferred with experience in using the Confluence Technical Administrative application preferred
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