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Title

NOC L2 
Description

POSITION SUMMARY: BASIC FUNCTION

Provide customer service, troubleshooting, as well as incident escalation for all users contacting the 24 x 7 x 365 NOC environment and act as escalation point for NOC Technician L1. Regular, predictable attendance is essential for satisfactory performance.

ESSENTIAL DUTIES & RESPONSIBILITIES

  • Provides corporate desktop support services including Laptop Imaging, Network Printer Support, User account administration and other Hardware, Software, Telecom, and Communication services with support from Senior Tier 1 or Tier 2 Operations team members
  • Maintains desktop inventory, asset tracking.
  • Maintains desktop software license management and inventory control.
  • Handles provisioning of new systems as justified.
  • Surplus desktop assets at end-of useful life.
  • Maintains printer and copier stocking, maintenance and supplies.
  • Handles cell phone provisioning, tracking, and billing analysis.
  • Supports BYOD policy and procedures
  • Processes all support requests within SLA and following procedural requirements.
  • Performs initial investigation and/or troubleshooting of system and network issues to determine root.
  • Thoroughly documents steps taken to resolve incidents.
  • Escalates appropriate requests to ensure timely resolution.
  • Prepares and delivers standard scheduled reports .
  • Manages event monitoring tools and ticket queue to resolve operation tickets within SLA parameters.
  • Processes Hands and Eye requests as required i.e. Tape Rotation, Rack and Stack of equipment, inventory hardware, power cycle devices, patch cable install/removal Admin Inventory Hardware.
  • Performs initial investigation and/or troubleshooting of system and network issues to determine root cause and resolution. Escalates as required to meet target timelines.
  • Acts as point of contact for client and management escalations.
  • Develops and documents support procedures.
  • Implements and maintains data center infrastructure with general support of a Tier 2 Operations Engineer.
  • Participates in training and mentoring of NOC Technician L1.
  • Performs other duties as assigned.

KNOWLEDGE, SKILLS & ABILITIES

  • Strong problem solving skills
  • Good troubleshooting skills
  • Outstanding customer service skills
  • Keen analytical and structured approach to problem solving
  • Excellent documentation skills
  • Dedication to customer satisfaction
  • Strong leadership skills
  • Ability to multi-task
  • Ability to accommodate flexible work schedules
  • Proven ability to work independently
  • Ability to work well in a team environment
  • Working knowledge of the following industry standard technologies is required for this role:
    • Windows OS (All)
    • Active Directory
    • Exchange, Outlook, Office
    • Microsoft Networking
    • TCP/IP
    • DNS
    • Static HTML
    • Internet and email apps
    • Remote access
    • VPN
    • Wireless
    • Anti-virus applications
    • Computer hardware

EDUCATION & EXPERIENCE

  • High school diploma or GED required.
  • One to two years of college required or equivalent work experience. Bachelor degree preferred.
  • A + & Network + Certification preferred
  • 3 to 5 years in a 24X7 Network Operations Control center/end user support role with demonstrated strong customer service delivery skills
  • Minimum 3 to 4 years of comprehensive knowledge required in at least one of the following areas:
    • Desktop Application support within all current MS Windows OS
    • Windows desktop management and security with Antivirus, anti-malware, patch deployment and management, and troubleshooting application conflicts.
    • Network hardware and software w/an emphasis on cabling and circuit provisioning in a shared data center environment
    • Microsoft Windows such as Windows 7 & 8 and Server 2008 & 2012
    • Maintain printers, print servers, printer driver management
  • Types a minimum of 35wpm.

PHYSICAL REQUIREMENTS

  • Able to climb ladders and work on raised platforms.
  • Able to hear and speak into a telephone and 2-way radio.
  • Ability to distinguish colors on wiring and cables to ensure safety protocols are followed.
  • Ability to work in confined spaces.
  • Requires ability to lift and carry objects weighing up to 50 pounds.
  • Requires the ability to kneel, stand, walk great distances, climb stairs/ladders
  • Dexterity of hands and fingers to operate any required computer keyboard, mouse, and other technical instruments.
  • Able to hear and speak into a telephone and 2 way radio/ear bud.

WORK CONDITIONS

  • Typical data center work environment with varying temperatures and loud noises
  • Extensive daily usage of a computer or workstation
  • Work on site; no telecommuting

SPECIAL REQUIREMENTS

  • May be required to work second and third shifts on occasion, or as scheduled
  • Must be comfortable working in a highly critical, fast paced environment with shifting priorities
  • Must possess a current, valid state-issued driver's license

 
Position Requirements  
Shift Days  
Exempt/Non-Exempt  
Position NOC L2  
Number of Openings 1  
Exempt/Non-Exempt Non-Exempt  
Hiring Manager(s)  
Location NTT Global Data Centers Americas, Inc., Ashburn  
About the Organization Global Data Centers is a division of NTT Ltd. and incorporates DPA, e-shelter, Gyron, Netmagic, NTT Indonesia Nexcenter, RagingWire and other NTT Communications group Data Center divisions. Our combined global platform is one of the largest in the world, with over 140 data centers spanning more than 20 countries and regions including North America, Europe, Africa and APAC. As a neutral operator, we offer access to multiple cloud providers, a large variety of Internet Exchanges and telecommunication network providers including our own IPv6 compliant, tier-one global IP network. Our clients benefit from tailored infrastructure and experience consistent best practices in design and operations across all of our highly reliable, scalable, and customizable data centers.







NTT Global Data Centers Americas, Inc. is an Equal Opportunity Employer and maintains a drug-free workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sex, national origin, ancestry, physical or mental disability, medical condition, genetic information/characteristics, marital status/registered domestic partner status, age, sexual orientation, military or veteran status or any other basis protected by federal, state, or local law or ordinance or regulation.











All applicants for employment will be subject to pre-employment drug testing, a criminal background check and education/employment verification. Additionally, some positions require a review of driving records, credit checks, and/or successful completion of the federal governments 'Public Trust' background screening.











 
EOE Statement NTT Global Data Centers Americas, Inc. is an Equal Opportunity Employer and maintains a drug-free workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sex, national origin, ancestry, physical or mental disability, medical condition, genetic information and characteristics, marital status and registered domestic partner status, age, sexual orientation, military or veteran status or any other basis protected by federal, state, or local law or ordinance or regulation.  

This position is currently not accepting applications.

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