IT Operations Technician II

About Lumen

Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress.

 

We’re looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.

The Role

The Level 1 NOC Engineer will report to the NOC Lead/Operations Manager and be responsible for providing Level 1 phone support, network monitoring, and technical support with Lumen to one of our largest financial customers.

 

The position is based at our client's site in Weehawken NJ. Work shift is Monday-Friday 4:00 PM - 12:00 AM. 

The Main Responsibilities

• Demonstrate a thorough understanding of monitoring tools
• Demonstrate understanding of customers’ applications and components associated with each application.
• Single point of contact for all customer communications and escalations.
• Thorough understanding of Monitoring Tools, IT standard operating procedures (SOP), work instructions (WI), and Server support documentation for Network Operations Center (NOC).
• Rack, stack, and cable equipment as needed.
• Provide training and mentoring to other team members as they progress in mastering their professional skills and as they learn company and industry best practices
• A strong team player who is accountable towards business urgency, work in shifts to provide onsite 24x7 coverage to customer, be flexible to work beyond stipulated hours

Essential duties: 

• Analyze and report network and server alerts generated by the monitoring tools (such as SevOne, IP SLA) to the NOC Lead, Network Engineer, and Nextgen Domain Operations per escalation matrix.
• Act as the first line of contact for all Trouble Ticket issues, maintain the shift log, and deliver the report to the customer's distribution list.
• Create and follow up to change requests, incidents/Break-fixes, and perform other scheduled activities within the SLA requirements.
• Interface with financial customer's personnel and vendor personnel including Network (Arista, Cisco), Carriers (Zayo, Crown Castle), market data providers (ICE, NASDAQ, BATS), Server (HP) and storage (NetApp) to perform needed support.
• Provide input to shift reports and coordinate the handover of incomplete activities to the next-shift engineers.
• Do periodic physical checks of the cages at NJ2x and NJ3 data centers to look for anomalies in server, network, and facility infrastructure.
• Coordinate and store all IT equipment with Lumen shipping department.
• Maintain vendor and visitor contact lists, and escort authorized visitors to the cage (with backup provided by other Lumen on-duty local or remote NOC personnel).
• Create tickets and coordinate server break fixes with the financial customer's server maintenance vendor.
• Maintain inventory of spare parts for Network and Server equipment.
• Occasional emergency restarts of equipment in the data center, as needed.

What We Look For in a Candidate

Qualifications 

• Technical knowledge and understanding of basic network design and iOS commands.
• Experienced with various monitoring tools and ability to perform basic troubleshooting
• Racking, stacking and cabling of equipment
• Excellent phone and written communication skills
• Self starter requiring to work with little or no direction
• Ability to handle multiple tasks and responsibilities
• Ability to follow through and bring closure to open incidents
• Ability to maintain professional demeanor under pressure like conditions
• Ability to travel between sites located in North Jersey.

 
Desired skills: 

• Certification(s) in areas of expertise MCP, CCNA or higher

 

Education or Equivalent Experience:

• Minimum of 2 to 4 years relevant experience in NOC/production support environment (preferably in banking/brokerage industry

Compensation

This information reflects the anticipated base salary range for this position based on current national data. Minimums an