ROLE:

NOC Technician

DEPARTMENT:

Technology

REPORTS TO:

Manager, NOC 

STATUS:

Exempt

THE COMPANY

At Globus family of brands, guests, partners, and associates are valued members of our family. Together we are in pursuit of our mission and vision and guided by our core values. 

Our Mission: We create happy guests. 

Our Vision: GFOB is family. We are genuine, loyal, and trusted. We are passionate about making guests happy and partners successful. We are open and welcoming. We make hard things easier. We are guided by our values. We do what’s right. We care. It’s what families do. 

Our Values:         

• Passion- We are passionate about the Globus family of brands, our values, and making guests happy. 
• Accountability- We can be counted on to do our best, follow through, learn from mistakes, and deliver results.
• Courage- We face challenges, surface issues, share our ideas, and do what’s right.
• Collaboration- We work together, support each other, and involve others in decision making.
• Integrity- We are straightforward, honest, and open with our guests, partners, and each other. 
• Service- We are proactive, anticipate the needs of others, and are always ready to listen.  

THE DEPARTMENT

The following teams make up the Technology department: Business Analysis and Quality Assurance, Applications Development, Applications Support, and Engineering. The group identifies and develops technological strategies that support GVI’s business goals and objectives to ensure internal and external partners are provided with stable systems. These include: all desktop, network, phone and email systems, applications (reservations and operations systems), websites, and Internet access.

THE ROLE

Responsible for carrying out monitoring operations for servers, network and telecommunication connectivity in data centers and other organizations. They monitor tickets within ServiceNow providing support and escalating when needed. When a system encounters any snag, the NOC technician is responsible for troubleshooting by sorting out issues and making it function properly. Based on the level of complexity, the tech may be required to engage other teams within IT so that issue is addressed in a timely manner. NOC technicians should be able to provide excellent customer service by resolving issues promptly. They update the clients, vendors or third-party providers on events progress.

THE POSITION

The NOC Technician is responsible for the following results:

• Work and update ticket queues within ServiceNow
• Focused on the highest levels of service and customer support 
• Create and/or update Knowledge Base articles
• Resolve tickets in a timely manner in alignment with our service level agreements (SLAs)
• Provide application and desktop support
• Track and maintain support events using ServiceNow (Incidents, Requests, Changes, etc)
• Escalate tickets with internal and external teams
• Communication updates when working on escalated/outage tickets
• Reboot systems/servers as needed
• Monitor infrastructure for degradation and security issues. 

EDUCATION

The preferred candidate will hold an Associate’s Degree in Computer Technology or similar field and two to four years related experience and/or training; or equivalent combination of education and experience.

EXPERIENCE PREFERRED

The preferred candidate has noteworthy experience in the following areas:

• Working with ITSM software, preferably ServiceNow 
• Working in a similar position within the information technology field
• Troubleshooting in a multitenant environment
• Understanding and knowledge of Microsoft (Word, Excel, Visio, AD, etc.)
• Ability to create technical documentation using flowcharts, data flow diagrams
• Technical Skill:
  • PC desktop administration
  • Windows OS administration
  • Basic Networking Knowledge
  • Software installation and administration

EOE

While performing this job, it will require: Eight (8) hours or more a day of sitting; walking; standing; bending; answering the telephone; entering data into the computer; retrieving data from the computer or analyzing data from reports.