About the role:
The NOC Generalist 1 will play a pivotal role in ensuring that Dataprise is seen as a key partner in the successful operation of customers’ IT environments. This exciting position is one that will wear many hats and is an excellent opportunity for someone who wants to break into the SysOps, Networking, or Cloud spaces.
***This position is onsite in Clark Freeport Zone, Pampanga***
Why Dataprise?
- An employee focused organization with a “work hard/play hard” culture including a unified mission, strong relationships, and opportunities to build a career.
- Exponential growth opportunity through continuous learning, upskilling, job shadow programs, career mentors, annual training allotments, and LinkedIn Learning licenses for all employees.
- Comprehensive Wellness Program including gym membership discounts/subsidies, and Wellness Rewards opportunities.
- A commitment to Diversity, Equity, and Inclusion (DEI) through a multi-faceted DEI Program.
- A focus on work/life balance including hybrid and remote work options, 10 paid holidays and 3-5 weeks of flexible PTO.
- Competitive pay and a comprehensive benefits package including top-quality medical, dental, and vision coverage for you and your family + FREE telemedicine benefits, company-paid Employee Assistance Program (EAP), and 401(k) with company match.
- An opportunity to grow, be challenged, have fun, and learn from some of the most talented technology professionals out there.
What You’ll Do:
- Detect and analyze alarms and events to provide basic fault isolation and troubleshooting and escalations to higher-tiered techncial resources where appropriate
- Monitor and process event tickets on a first-come, first-serve basis, while being sensitive to the important of a timely reaction to events by Dataprise.
- Participate in Incident Management by providing situational reports (sitreps) via ticket updates and/or customer-facing communications.
- Establish effective lines of communication with the NOC and the service delivery teams/management to ensure cases are flagged that require immediate attention.
- Take ownership of documenting incidents, maintenance, and problem details in near real-time.
- Provide first level technical resolution for event tickets and alerts.
- Escalate first level infrastructure alerts to second tier NOC resources.
- Demonstrate problem solving skills that contribute towards the resolution of any issues that arise.
- Document solutions, processes, or procedures and present them in writing, verbally on the phone or in-person.
- Investigate, resolve, and/or escalate matters of significance pertaining to customer alerts and events.
Minimum Qualifications:
- A commitment to providing exemplary customer service
- 1-3 years of industry experience related directly related to position requirements.
- Strong analytical and strong problem-solving skills.
- Excellent communications skills and can communicate relevant information effectively and in a timely manner.
- The ability to effective engage in customer-facing communications.
- Can work independently with minimum supervision and can take on additional tasks as required, prioritizing well and working within a small team to solve complex problems.
- Strong follow-through and initiative to stay with issues until they are resolved, knowing when to stop and escalate.
- Very organized and strong attention to detail.
- Responsive, proactive, and take ownership of tasks from start to finish.
- Previous knowledge or a strong desire to learn about crisis management issues.
- Willing and able to be on-call and perform afterhours work as needed.
What Skills & Experience You’ll Need:
- 24x7 NOC/SOC experience, working for an MSP, MSSP, or internal enterprise teams.
- ITILv4 certification.
- Experience with ITIL Event Management, Incident Management, and Problem Management.
- A commanding grasp of the OSI model, and the ability to differentiate layers 1-4, including functional examples in each layer
- The ability to review, assess, and modify basic firewall rules
- Experience with public cloud networking (I.e. Azure, AWS, Google Cloud, etc)
- Layer 2 & 3 switching, VLANs, and Static IP routing experience
- A Bachelor’s degree in Computer Science, Cybersecurity, or other tech-related degree.
- One, or more, of the following certifications: CompTIA Network+, Cisco CCNA, Cyber Ops, GIAC GSEC.
Dataprise Diversity Commitment:
At Dataprise, we celebrate what makes us unique: our people. We believe in fostering a diverse and inclusive work environment that seeks and embraces thoughts and ideas from all different backgrounds. We welcome everyone and are committed to providing equal employment opportunity regardless of race, gender, religion, ethnicity, disability, national origin or sexual orientation. We are #DataprisePROUD!
Dataprise is an Equal Opportunity Employer.
