Senior Network Operations Center Engineer

More than 1,000 customers worldwide with over $3 trillion of assets under management put their trust in ECI.

At ECI, we believe success is driven by passion and purpose. Our passion for technology is only surpassed by our commitment to empowering our employees around the world.

The Opportunity:

ECI is seeking an enthusiastic, personable, and qualified Senior Network Operation Center Engineer for Monitoring to join our amazing team! In this role, you will be part of the Network and System Services Team (NOC) that provides 24x7 monitoring, operations, and support services.

As a Senior engineer you will need to address more complex problems escalated by NOC engineers. You will be involved in escalating problems to the next level of support for guidance as well as contact third-party vendors for any network/system/Hardware impairments.

This is an onsite role.

What you will do:

• Resolve level 1 and 2 network and system support cases, Incidents and work orders associated with end-user issues, physical, On-prem and cloud infrastructure, and project related tasks following ECI defined SLAs.
• See the world through the eyes of the customer by setting client expectations appropriately throughout the troubleshooting process.
• Resolve incidents and requests from centralized management system related to, but not limited to the following: Incident validation - Alarm verification, Routing Protocol/Switching issues, Connectivity issues, Hardware issues, CPU/Memory/Bandwidth related issues, Wireless related issues, App/URL filtering requests, Network and System stats reporting, Windows Desktop and Servers (CPU/Memory/Disk Space/Services/Windows events) , Linux Monitoring, environment monitors to name a few.
• Perform troubleshooting, problem analysis and isolation of network or system events in accordance with incident management guidelines.
• Follow ECI change control process for performing changes/IOS upgrades of Network devices, Disk expansion, Reboots, Submitting & implementation of changes during maintenance window post client approvals.
• Incident Management via the ServiceNow Tool.
• Follow Client escalation procedures & handle direct customer calls to diagnose and resolve issues in client’s environment.
• Provide quality, timely and accurate end-to-end support of all issues within functional area of responsibility; this includes, and is not limited to phone, email, and documentation/tracking of the incident in the ticketing system.
• Enter data into ticketing system accurately and completely to document problems including diagnostic results, multiple product correlations, as well as escalation and repair performance.
• Maintaining WAN links and Engaging 3rd parties such as ISPs and product support teams for circuit impairments and Hardware/bandwidth issues.
• Escalate outage events and/or impairments to appropriate individuals and organizations, when not resolved in the prescribed amount of time.
• Monitor and track scheduled system and/or network maintenance activities in applicable tools, analyzing the duration and potential impact to customers, and ensuring they are consistent with approved times for these activities.
• Continuous coordination with collaboration teams & respond to all emails in a timely manner, ensuring clear and effective communication with stakeholders.
• Act as an escalation point for NOC Engineers
• Produce reports requested by Manager or Associate Director of the team (Examples: RCA, Investigation details, Health Checks, ….)
• Provide training to new hires in lower Roles
• Provide input and feedback for the development and improvement of the department and ECI

Who you are:

• Bachelor’s degree in information technology/computer science, related field and/or equivalent combination of education and experience with 2-5 years of relevant experience in network and/or system support & Monitoring.
• Experience of at least 2 years as NOC Engineer.
• Excellent communication skills with a strong ability to articulate technical information to non-technical people, including ability to listen to and summarize and concisely share key information with customers.
• Excellent prioritization skills and an ability to see the world through the eyes of the customer.
• Strong problem solving and troubleshooting skills required: Ability to identify and analyze system problems, network quality, operational processes and then drive corrective / preventative action plans.
• Should have Strong documentation skills.
• Ability to absorb and retain information quickly.
• Capable of multitasking in a high-volume environment, effectively and efficiently
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Highly self-motivated and directed.
• Willing to work on a 24x7x365 environment and schedule
• Good experience in Configuration, management & monitoring of routers, switches, Cisco ASA, FTD’s, Palo Alto firewalls, Meraki, WLCs.
• Strong experience in the support servers/workstations including Active Directory, LDAP, WMI, and SNMP of windows and linux environments.
• Strong experience working with cloud platforms solutions such as Azure, AWS, Google, Microsoft 365 suite and Microsoft Office products including Outlook, Excel, Word, PowerPoint, and SharePoint.
• Strong experience with physical & virtual server-related technology: RAID/Storage, SAN, OS, etc.
• Strong experience with virtualization solutions, Hyper-V & VMWare
• Certifications/Training Recommendations: CCENT or CCNA or CCNP or PCNSE or training equivalent. Knowledge of TCP/IP, Cisco routing, switching technologies and knowledge of key technologies such as (Microsoft, VMware, Linux, etc)
• ITIL Exposure

Bonus points if you have:

• Great experience with Managed Service Providers (MSP).
• Great experience in ServiceNow Tool.
• Great experience with Monitoring Tools (LogicMonitor, Connectwise Automate, RMM, SolarWinds)
• Knowledge of various protocol-based implementations: DNS, Mail, AD Replication, IP
• Master’s in computers/IT.

If you believe you would be a great fit and are ready for your best job ever, we would like to hear from you!

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