Network Operations Center Analyst

Job Description

Network Operations Center (NOC) Analyst

NOC analyst will also work very closely with the Engineering team and as such need to develop a good all-round understanding of systems and networks. Diligence and attention to detail are also key skills along with ability to multi-task and prioritize work appropriately.

Importantly, NOC analysts must have a solid understanding of Infrastructure technical environments and processes.

General Responsibilities
• Manage and maintain system monitoring.
• Create tickets based on monitoring results or findings.
• Assign tickets to resources based on technology, location and load
• Escalate tickets as required
• Assign proper priorities
• Discard or cancel tickets that are not required
• Communication and escalation to providers or vendors when necessary
• Complete basic troubleshooting when applicable.
• Identify reoccurring incidents or situations affecting multiple users and create problems as per ITIL standards
• Perform random checks on tickets to make sure they are closed with the proper comments, root cause and activities done
• Fault handling and escalation (identifying and responding to faults on monitoring systems and networks, liaising with 3rd party suppliers or engineers, handling escalation through to resolution.
• Work with vendors support contacts to resolve technical problems with computing equipment, software or services.
• Acquiring and maintaining knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users.
• Use of Service Now (SNOW) Service Management tools to record and maintain service calls logs.

Additional Responsibilities

In addition, the NOC Analyst will provide support to the Service Desk, working with a specified schedule to support internal and managed services clients. Additional responsibilities include:

Incident/Request/Problem/Knowledge Management
• Perform Incident and Request Queue Management for clients and assign the tickets as appropriate
• Assign tickets to resources based on technology, location and load
• Escalate tickets as required
• Assign proper priorities
• Discard or cancel tickets that are not required
• Identify reoccurring incidents or situations affecting multiple users and create problems as per ITIL standards
• Perform random checks on tickets to make sure they are closed with the proper comments, root cause and activities done
• Provide expert and creative solutions to user problems in support of Microsoft Windows and Apple Macintosh Desktop environments, including MS Windows and Apple Operating Systems variants, MS Office, General Desktop Applications, etc., to ensure user satisfaction and productivity.
• Provide level 1.5 support and project based services to specified clients as required
• Work closely with and in support of the IT Service Desk and Engineering team members.
• Coordinate user and support issues among Bally Sports RSN locations to ensure timely distribution of knowledge and positive impact on user satisfaction and productivity.
• Research, resolve, and respond to complex questions received via telephone calls, callbacks, or escalations, and provide support on electronic services, in accordance with current standards.
• Additional responsibilities include,
• Comply and adhere to operational processes and security policies
• Use of SNOW service management tools for Incident, Problem, Change and Configuration management
• Use of monitoring and management tools for the devices and infrastructure applications
• Attend all operational and project (ad-hoc) related scheduled meetings as required

General Requirements
• Device Monitoring (NOC) or technical support experience, CCNA level networking knowledge 18 months or longer.
• Analytical and problem-solving skills
• Strong sense of logic, Quick learner, Team worker, Flexible Schedule
• Experience in Routing and Switches, Wifi, MPLS, network troubleshooting
• Experience with Arista, Cisco, Aruba, Fortigate, Palo Alto a plus
• Major Incident Management Process and Procedural knowledge
• Knowledge/Training on best practices or IT frameworks, such as ITIL (Information Technology Infrastructure Library) desirable
• Good communicator with a natural aptitude for dealing with people
• Basic System Administration skills

Sinclair Broadcast Group, Inc. is proud to be an Equal Opportunity Employer and Drug Free Workplace!

Jobcode: Reference SBJ-r0eq16-18-118-140-108-42 in your application.