Onsite 2nd / 3rd shift dedicated GNOC (Global Network Operations Center) resource experienced with NimSoft monitoring. Must have current working experience in a 24x7 GNOC environment with 1st level troubleshooting skills of routers, switches, data circuits, servers and global applications.
Utilize GNOC standard best Practice for processes, procedures and working instructions to ensure consistent high-quality services are provided to our global customers.
This is a customer facing position, requiring excellent English written and verbal communication skills
Primary tools are UIM (NimSoft), ASM, and Thousand Eyes.
Ticketing tool is SCCD
Skills / Experiences 1st level troubleshooting of routers, switches, data circuits, servers, and applications
Ability to quickly adapt to changes, and adjust to changing requirements, schedules, and priorities.
Must be process oriented for escalations and notifications to all levels of management
Utilize escalation matrix to ensure SLA’s are met for customer impacting outages
Work with applications & application support teams for CRM, SharePoint, Exchange, Citrix, & Web-based apps for outages and service delays
Work closely with service providers such as; Verizon and numerous other providers globally for degraded or circuit outages.
Self-driven and resourceful to achieve goals independently as well as work well in group settings.
Open to socialize ideas, make recommendations, and gather team consensus to move forward.
Clear, precise, and complete ticket documentation.
Basic knowledge of Windows 2003 / 2008 & UNIX servers.
Experience starting services, IIS Resets, server reboots, and Knowledge of Cisco routers & switches is plus.
*** Requirement is to be on-site in Westmont, IL for 2nd and 3rd shifts positions. However, there must be flexibility to work 1st shift in Chicago downtown.
Second shift hours are 3:00PM–11:30PM weekdays and 11:00AM to 11:30PM Weekends*
Third shift hours are 11:00PM - 7:30 AM weekdays and 11:00PM -11:30AM weekends*
*Off-shifts includes one-weekend schedule also.
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