NOC Specialist

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: TS/SCI

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Continental US

Are you passionate about maintaining and optimizing extensive network infrastructures, ensuring peak performance and security?

Join our team as a NOC Specialist - on the day shift M-F 6AM to 2PM, where you'll be a crucial player in our global efforts.

Position Overview:

As a NOC Specialist - Infrastructure Specialist, you will be the escalation point for client queries, providing second-level service by addressing tickets on our SolarWinds platform. Join our 24x7 infrastructure surveillance team, delivering round-the-clock coverage for Managed Infrastructure Services to guarantee maximum service availability and performance. The NOC operates 24x7x365 and focuses on providing an excellent experience through quick and efficient support while leveraging a high level of communication. The After-Hours Systems Engineer is the backbone of the Service Desk after-hours and is responsible for supporting client environments and users. While the primary responsibility is centered around Service Desk support, the After-Hours SE will also have the ability to assist with ongoing projects as needed. This position will provide overnight coverage at the second level technical support function and main level ticket tracking in an efficient and effective manner. Successful candidates are self-motivated, possess a sense of urgency and can demonstrate critical thinking and exceptional interpersonal skills. Strong familiarity with Managed Services is preferred.

Responsibilities:

• Network Monitoring and Maintenance:

• Monitor and maintain large-scale networks using advanced platforms like SolarWinds.

• Implement firmware and Windows patching for enhanced network security and performance.

• Coordinate and/or perform remote fixes at the desktop, server and networking level, including installing and upgrading software, implementing file backups, and configuring systems and applications.

• Second level escalations on the service desk team; resolve level 2 issues in Windows environments, either physical or virtualized.

• Collaboration and Troubleshooting:

• Collaborate with cross-functional teams to troubleshoot and resolve issues promptly.

• Utilize SolarWinds for incident tracking, resolution, and documentation.

• Handle inbound and outbound calls from our clients during the overnight shift and be able to provide cadence updates to issues.

• Provide handoff updates to the entire engineering team as well as communicate any outages and updates as necessary.

• Research issues and resolve technical problems.

• Knowledgebase Management:

• Actively contribute to and maintain the client knowledge base with technical documentation.

• Adhere to ticketing SLAs and ensure clients are receiving timely communications on ticket updates.

• De-escalate client situations related to outages and communications.

• Escalate major incidents to on-call- resources and liaison with those resources to assist with any troubleshooting necessary.

• Adherence to SOPs.

• Perform post-resolution follow-ups to help requests.

• Implement and maintain operational documentation and procedures.

• Issue daily operations status report and project status reports as required.

• Complete technical and special projects as assigned.

• Daily entry of time within ticketing platform and keeping tickets updated.

• Other duties as required to deliver excellent customer experience.

• Technical Proficiency:

• Experience with Virtualization tools such as Hyper-V, VMware vSphere, and ESXi.

• Experience with Windows Server administration to include active directory, exchange and WSUS.

• Familiarity with monitoring platforms like SolarWinds.

• Networking and Security:

• Hands-on experience with firmware and Windows patching.

• Knowledge of network topologies, standards, and infrastructure.

• Experience Harding Network/Computer and Server equipment

• Communication and Collaboration:

• Excellence Customer Service

• Strong communication and collaboration skills.

• Previous experience in a NOC environment, monitoring various network services.

• Process Knowledge:

• Familiarity with Event Management and Incident Ticking processes.

• Team Skills:

• Ability to work effectively both independently and as part of a team.

• Commitment to diversity and inclusion.

• Organizational Skills:

• Excellent time management and organizational skills.

Job Requirements:

• Must have an active TS/SCI clearance.

• Must have experience at an NOC, service desk and/or corporate IT Experience as a technical support representative/consultant supporting small to mid-size clients. (3-5 years)

• Experience working 2nd and 3rd shift schedules.

• Exceptional written and verbal communication skills.

• Ability to multitask.

• Ability to escalate issues to higher tiers of support when required.

• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.

• Ability to adapt and learn new platforms and skills on the fly.

• Maintain a sense of urgency.

• Experience managing and configuring Windows OS Workstation/Server OS security, sharing, patches, and group policies in a Windows Domain environment.

• Knowledge and practice of various advanced networking technologies.

• Proficient in remediation of AV related issues.

• Proficient in implementation and remediation of various backup solutions.

• College degree from an accredited institution or equivalent [6 years of relevant technical experience].

• Technical Certifications (Preferred): Microsoft, Cisco, VMware.

Security Certifications (8570): Comp TIA Security+ or 8570

What We Can Offer You:

• We’ve been named a Best Place to Work by the Washington Post.

• Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.

• We offer competitive benefits and learning and development opportunities.

• We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.

• For over 60 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.

Company Overview:

CACI is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.

Pay Range : There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here (https://careers.caci.com/global/en/employee-benefits)

The proposed salary range for this position is:

$78,700 - $165,300