Job Description
BASIC PURPOSE: Responsible for providing level 1 technical and operational support for NCLH's Network Operations Center (NOC). Must pro-actively monitor corporate Network Appliances, Server and Application services infrastructure to maintain availability, integrity, confidentiality and performance. Assist in maintaining and communicating documents/reports as needed.
POSITION RESPONSIBILITIES:
- Monitor and analyze network traffic and intrusion detection (IDS) alerts.
- Assist on all operational support escalations for the company on an enterprise level.
- Support the In-House NOC shop in a 24/7/365 shift rotating manner/schedule.
- Execute daily operational tasks/checklists of the Network, System and application production environments to ensure optimal availability and performance.
- Act as the first point of contact/escalation for all Network, Voice and Application degradation and outages reported by the business and provide Tier 1 level support.
- Initiate On-Call escalation procedures for available 24/7/365 Senior Network Engineers, Vendor Support, ISP's, Management and all relevant internal IT departments as necessary for additional technical support in the event of a major production issue or outage.
- Maintain proper documentation including metrics reports on a daily, weekly and monthly time period of all system performance.
- Communicate with supporting IT team members and management through the process of any major outages reported.
- Perform other job related functions as assigned.
KNOWLEDGE AND EXPERIENCE:
EDUCATION: Bachelor's degree in computer science related field of study or any combination of education and/or relevant work experience. Relevant certifications (Microsoft, Linux, Networking etc.) preferred.
EXPERIENCE: Minimum 4 years' experience in information technology. 1+ years of experience in Network Engineering (NOC) preferred. Experience with Windows (desktop/server) and Linux operating system a plus.
KNOWLEDGE & SKILLS: Ability to successfully obtain one -or equivalent- of the following certifications within 12 months: Network+, Security+, CCNA, etc. Outstanding oral and written communication skills with strong analytical, technical, and problem-solving skills. Ability to work effectively, independent of assistance or supervision. Ability to work outside regular business hours as required including evenings, weekends and holidays to support the NOC's 24/7/365 operation. Understand a variety of network protocols including TCP/IP, UDP, DHCP, FTP, SFTP, ATM, SNMP, SMTP, SSH, SSL, VPN, RDP, HTTP and HTTPS etc. Ability to perform network protocol analysis and raw data capture. Innovative, creative, and extremely responsive, with a strong sense of urgency. Works ethically and with integrity supporting organizational goals, values and commitment to excellence. Maintains confidentiality of information; using information appropriately while fostering collaborative partnerships toward a common goal.