Job description
We are looking for a NOC Engineer to join our team. This position is to work remotely. The NOC Engineer will be responsible to manage on-call scheduling and effectively handle incident management escalation, troubleshooting to remediate basic tier-1 level infrastructure, application, or IT issues. The main goal will be to resolve issues and respond to inquiries related to hardware, software, and networks, ensuring customer satisfaction and operational efficiency.
Work Schedule: This role requires participation in a 24⁄7 support rotation, including overnight shifts, weekends, and holidays as needed.
Skills & Requirements
- Previous experience in a tier-1 support role or similar technical support position.
- Proficiency in managing and triaging alerts and monitors using enterprise monitoring tools such as Datadog and Site24x7.
- Familiarity with cloud security tools like Lacework and Crowdstrike in a read-only capacity to monitor and escalate security issues.
- Experience in incident management and on-call scheduling using tools like Opsgenie.
- Knowledge of troubleshooting methodologies and the ability to follow detailed runbooks for basic issue remediation.
- Working knowledge of ticketing systems such as Jira and Zendesk for effective ticket management.
- Familiarity with AWS, Azure, Apigee, and ELK (Elasticsearch and Kibana) for troubleshooting, log monitoring, and collection in a read-only capacity.
- Experience with identity management platforms such as Okta for user support tasks.
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly and understandably to non-technical users.
- English Advanced.
Main Activities
- Manage on-call scheduling and effectively handle incident management escalation using tools like Opsgenie.
- Follow detailed runbooks for troubleshooting to remediate basic tier-1 level infrastructure, application, or IT issues.
- Collaborate with other teams to improve and update runbooks based on experiences and evolving best practices.
About Definity First
Definity First specializes in IT Services, Cloud Business Applications & Microsoft Technologies, providing enterprise-grade solutions that translate into a successful business transformation.
We were founded in 2004, with six offices distributed across the US and Mexico. Definity First has worked for transformative, iconic companies and universities such as Tesla, Flowserve, Harvard, Berkeley, Caltech, and more.
At Definity First we do not discriminate towards gender, age, sexual preferences/orientation, religion, pregnancy, ethnicity or place of origin.
