About us
We are professional, customer-centric and fast-paced.
Our work environment includes:
- Work-from-home days
- Growth opportunities
- Relaxed atmosphere
Familiarity with the following tools is preferred:
· Jira, Active Directory, RMM, PSA, Sentinel One, Managed Engine Desktop Central,
· Fortinet or similar firewalls, and backup solutions such as Datto, Veeam or MSP360
· Office365 administration experience is a plus.
· Skilled in utilizing Network Management tools such as Logic Monitor, Auvik, and Managed Workplace
Responsibilities of the NOC Team Lead:
Manage the day-to-day activities of an MSP NOC operations team.
Ticketing
- Assist with incoming helpdesk calls, chats and emails for Customer Support as needed
- Ensure timely response to customer inquiries for assistance
- Handle Incidents and Outages and have strong communication skills
- Ensure all open tickets are appropriately entered and managed in accordance with program policies, and processes.
Systems / Operations
- Install new/rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc.in accordance with standards and project/operational requirements.
- Develop and maintain installation and configuration procedures.
- Contribute to and maintain system standards.
- Oversee backup operations, ensuring all required file systems and system data are successfully completed.
- Provide Tier III/other support per request from various constituencies. Investigate and troubleshoot issues.
- Maintain Operational Awareness and keep the Senior Supervisor well informed regarding network issues including personnel issues, SLA compliance, required reporting, Large Scale Outages, and customer satisfaction issues
- Effectively manage projects to meet deadlines and achieve results
Process Improvement.
- Research and recommend innovative, and where possible automated approaches for system administration tasks.
- Identify approaches that leverage our resources and provide economies of scale.
- Participate in Knowledge Management, coaching, IT Service Management improvements and customer status and reporting.
- Engage in continuous improvement via regular reporting metrics and use these metrics to drive team and process improvements (including but not limitedto processes, technology, team, customer service, methodologies, and capabilities)
- Work with the team to improve Tier 1 and 2 troubleshooting and repair procedures.
- Analytical thinker, Metrics Driven
Team Supervision and Team Building
- Ensure all technicians remain proficient; identify training for each skill set providing progress reports on operation team training and certifications.
- Support the staffing, onboarding, training, development, and performance management of the NOC staff.
- Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.
- Repair and recover from hardware or software failures. Coordinate and communicate with impacted constituencies.
- Oversee Patching and upgrades occur on a regular basis based on best practices.
- Configure/add new services as necessary.
- Provide technical networking expertise & strong troubleshooting skills to the team and ensure that person possesses and grows their technical skills to perform their roles.
- Participate in Knowledge Management, coaching, IT Service Management improvements and customer status and reporting.
- Set an example of fierce commitment to customer satisfaction
- Customer Service Focused - the ability to deliver sustained high performance and high levels of customer satisfaction
- Coordinate customer service activities with other internal functions.
Required qualifications to be successful in this role
- Minimum 7 years of IT experience including 3 years prior network NOC or relevant experience
- 3 years of Supervisory experience for teams of technical people
- Working independently and as part of a team
- Excellent verbal, written, and presentation skills to effectively translate and communicate complex technical information and risk to all levels of internal and external organizations
- Understanding of networks and experience solving connectivity issues
- Proficient in troubleshooting Azure services
- Experience successfully troubleshooting and resolving technical issues
- Ability to be self-motivated and complete tasks with high level of accuracy to ensure first time resolution
- High-level technical understanding of networking and Linux/Unix-based operating systems - docker, AWS, APIs, etc
- Soft skills in partner/relationship management to influence stakeholders
- Work well under pressure and with differing levels of staff / Management
- Strong attention for detail and investigative skills to “connect the dots” on sophisticated issues
- Resourceful when resolving difficult issues and situations both technical and interpersonal
- Self-disciplined, self-motivated, and the ability to organize and prioritize time effectively.
- Flexible, creative, able to think quickly, take the initiative, and willing to make judgment calls
- Extensive knowledge of Windows 10/11
- Extensive knowledge of O365 environments including but not limited to Exchange Online, OneDrive, SharePoint Online and MS Teams
- Working knowledge of Azure environment and Services
- Minimum of an Associate's Degree or relevant certifications
- Ability to work flexible hours when needed
- Must be able to pass a pre-employment background check
Job Type: Full-time
Pay: From $100,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Schedule:
- Monday to Friday
- Weekend availability
Ability to commute/relocate:
- Hillside, IL 60162: Reliably commute or planning to relocate before starting work (Required)
Experience:
- NOC: 3 years (Preferred)
- Supervisory: 3 years (Preferred)
Work Location: Hybrid remote in Hillside, IL 60162