Compass Network Group Hiring For NOC Engineer/Manager at Lancaster, PA Full Time

The Network Operations Center (NOC) team is responsible for leveraging Remote Monitoring and Management (RMM) tools as well as 3rd party services to detect, analyze, document, and coordinate timely response to service issues. These service issues are reported through alerts generated by hosted applications and related internal servers, storage, and databases, as well as off-hours calls and emails from employees and clients. Using established Incident Response Procedures, NOC operators evaluate alerts and escalate to the appropriate handler, providing additional data as available to help troubleshoot the problem. The NOC continues to follow-up with any additional resources until the incident is resolved.

Position Responsibilities:

• Process Ownership: Constantly develop, review, refine and enforce methods and best practices around process (ITIL) definition, scoping, documentation, budget tracking, staffing, client satisfaction reporting, etc.
• Take Ownership of all NOC management servers (RMM) and hosting (Cloud) providers
• Take Ownership of Firewall Management Systems
• Take Ownership of Centralized Antivirus Management Systems
• Take Ownership of Client Patch Management Systems
• Take Ownership of Client Backup Management Systems
• Provide leadership, technical expertise and management to NOC team
• Provide monitoring for excellent network availability and quality assurance
• Ensure 24×7 coverage of the NOC by maintaining NOC Operators duty schedule
• Ensure NOC team achievement of the production Service Level Agreement (SLA)
• Creation and maintenance of stable office environment for PC and Desktop users internal and external clients
• Network administration and configuration for desktop infrastructure support services
• Provide consistent monitoring of Backup and Disaster Recovery devices and manage failures as required
• Configuration and fine tuning of monitoring tools for all network infrastructure
• Ensures configuration management records are updated following the removal/installation of hardware/software
• Maintains a situational awareness of the environment
• Provide knowledgeable assistance and coordination with field engineers, service providers, vendors and other outside support
• There may be a requirement to work outside normal office hours to undertake routine maintenance or resolve problems

Knowledge, Skills, and Abilities:

Essential skills:

• Must have exceptional long term IT Support experience
• Must have solid in-depth team management experience
• First rate Windows desktop support experience
• Very strong written and verbal communication skills
• Experience of working to strict SLA (Internal and External)
• In depth knowledge of Microsoft Products. Specifically:
• Windows XP, Vista, Windows 7 desktop, Windows 8 and server (Administration)
• Office Suites 2007 2013 (Email, Excel, PowerPoint, Word)
• Sound applied and theoretical knowledge of Microsoft Desktop Operating and Application systems
• Experience of working on an IT helpdesk
• Experience of creating and maintaining technical support and end user support documentation
• NOC Manager must demonstrate a functional understanding of network equipment, their operating systems, inter-networking operating system (IOS) commands, and network protocols infrastructure and interdependencies. The NOC Manager shall possess skills/methods that utilize appropriate tools to rapidly identify and notify technicians /management of network outages and/or problems
• Good working knowledge in the area of optical transmission network (SDH/DWDM), data networking (TCP/IP), IP protocols (BGP, IGP, OSPF, IS-IS, MPLS), IP addressing, DNSs and IP-VPNs
• Skilled in performing complex, network performance analysis and root cause analysis
• Demonstrated technical skill in fault isolation and problem resolution in a production, multi-protocol, multi-vendor environment
• Strong organizational, planning and people management skills including coaching, promoting teamwork, resolving conflict and conducting performance evaluation
• Creative thinking, to be able to come up with new ideas to improve network operations standards and procedures
• Motivational skills and the ability to supervise and lead a team of NOC Engineers
• Ability to establish and maintain cooperative working relationships with other departments, services providers, company and vendor support organizations
• Outstanding judgment and the ability to interact in a stressful and challenging environment

Other skills of interest:

• Familiarity with ITIL best practices for IT Service Management
• Experience of deploying remote software deployment methodologies
• Traffic Management and monitoring
• Experience working in a virtualized environment (VMware, Hyper-V, Cisco UCS, etc.)
• Restrictive user policies
• Desktop backup and restore policies and implementations
• Remote desktop support implementation

Personal Characteristics:

• Skilled team leader
• Hard working but easy-going manner
• Strong client service ethos
• Highly motivated self-starter, able to work on own initiative with minimum supervision and committed to self-development
• Team player
• Pro-active approach to quality
• Unwavering commitment to preventing and solving issues
• Must be well organized and practical with a logical, analytical approach to problem solving. Pays careful, close attention to detail
• Excellent communicator with ability to communicate clearly and tactfully with all levels of staff
• Ability to learn quickly
• Ability to problem solve high pressure issues
• Enjoys a challenging yet rewarding environment
• Willingness to share with others
• Ability to manage conflicting priorities in an effective and professional manner

Credentials and Experience:

• Must have at least one certification (Network+, MCITP, CCNA, MCP, Apple, etc.)
• 5+ years of relevant service at a large data center/NOC environment
• 2+ years experience as a NOC Manager
• 2 year College Degree or equivalent

We are a growing IT Service company based in Lancaster, Pennsylvania that offers its employees a stellar work environment, fun culture, and no jerks.

Compass Network Group is a proven MSP that has been a prominent leader in the Dental IT industry for over 20 years. We truly value maintaining personal relationships, all the while taking great care with both clients and employees alike.

Our culture is focused building a force of true team players.
We believe the most important aspect in the hiring process are finding people who fit our culture.