Network and Systems Surveillance Technician

As an IT Operations Center (ITOC) Specialist at our company, you will play a crucial role in monitoring infrastructure, networks, and services in real-time to ensure high availability and performance. Your responsibilities will include detecting anomalies, troubleshooting hardware/software issues, and managing incidents by documenting, prioritizing, and escalating issues effectively. You will be responsible for monitoring dashboards, handling customer impacting incidents, performing preventative maintenance, and ensuring 24/7 service uptime. Key Responsibilities: - Utilize monitoring tools such as N-central, ManageEngine, and PRTG to monitor Infrastructure and Application health in real-time. - Act as the first/second level of contact to identify, triage, document, and resolve technical issues promptly. - Run diagnostics, perform root cause analysis, and troubleshoot server, network, and application failures. - Ensure all nightly back-ups are complete using tools like COVE, TSM. - Maintain accurate records of incidents and resolutions using the ticketing system (ServiceNow) for post-mortem analysis. - Escalate complex problems to higher-level engineering teams and notify stakeholders of service outages. - Implement routine maintenance, security patches, and hardware checks following established security protocols. - Own the execution of the defined Major Incident Management (MIM) process to resolve Priority 1 and Priority 2 Incidents efficiently. Requirements: - High school diploma or GED required. - Associate or Bachelors degree in Engineering, Computer Science, or a related technology field is preferred. - Foundational understanding of network infrastructure, Linux/Windows systems, and monitoring platforms is highly desired. - Strong customer service skills with a high level of professionalism for direct customer interactions. - Previous experience in a Network Operations Center (NOC) or Data Center environment is very desirable. - Strong analytical thinking, incident management abilities, and proficiency with troubleshooting tools. - Ability to work in complex situations and under pressure with a keen sense of urgency. - Proven ability to work both in a team environment and independently. In this role, you will get the opportunity to work with common technologies such as: - Monitoring Tools: ManageEngine, PRTG, N-central (N-able). - Ticketing Systems: ServiceNow, Jira. - Platforms/Technologies: Linux/Unix, Windows, Oracle Cloud Infrastructure, IBMi, OLVM VMWare, Dell vSAN, Nutanix. As an IT Operations Center (ITOC) Specialist at our company, you will play a crucial role in monitoring infrastructure, networks, and services in real-time to ensure high availability and performance. Your responsibilities will include detecting anomalies, troubleshooting hardware/software issues, and managing incidents by documenting, prioritizing, and escalating issues effectively. You will be responsible for monitoring dashboards, handling customer impacting incidents, performing preventative maintenance, and ensuring 24/7 service uptime. Key Responsibilities: - Utilize monitoring tools such as N-central, ManageEngine, and PRTG to monitor Infrastructure and Application health in real-time. - Act as the first/second level of contact to identify, triage, document, and resolve technical issues promptly. - Run diagnostics, perform root cause analysis, and troubleshoot server, network, and application failures. - Ensure all nightly back-ups are complete using tools like COVE, TSM. - Maintain accurate records of incidents and resolutions using the ticketing system (ServiceNow) for post-mortem analysis. - Escalate complex problems to higher-level engineering teams and notify stakeholders of service outages. - Implement routine maintenance, security patches, and hardware checks following established security protocols. - Own the execution of the defined Major Incident Management (MIM) process to resolve Priority 1 and Priority 2 Incidents efficiently. Requirements: - High school diploma or GED required. - Associate or Bachelors degree in Engineering, Computer Science, or a related technology field is preferred. - Foundational understanding of network infrastructure, Linux/Windows systems, and monitoring platforms is highly desired. - Strong customer service skills with a high level of professionalism for direct customer interactions. - Previous experience in a Network Operations Center (NOC) or Data Center environment is very desirable. - Strong analytical thinking, incident management abilities, and proficiency with troubleshooting tools. - Ability to work in complex situations and under pressure with a keen sense of urgency. - Proven ability to work both in a team environment and independently. In this role, you will get the opportunity to work with common technologies such as: - Monitoring Tools: ManageEngine, PRTG, N-central (N-able). - Ticketing Systems: ServiceNow, Jira. - Platforms/Technologies: Linux/Unix, Win