Legacy NOC Agent (WFH/Rotating Shift)

Role Summary

The NOC Agent position on our NOC team is responsible for the support of client configuration requests, break/fix troubleshooting and change management of PDI Managed Security Services.  This role is part of a 24/7/365 team dedicated to supporting PDI’s clients and ensuring these services are up and in a healthy state.

 The ideal candidate will have at least 1-3 years of hands-on experience with firewall configuration and troubleshooting, network architecture and design, and an understanding of networking concepts.

Responsibilities/Job Tasks

Remediate network connectivity and device issues for clients

Troubleshoot client network device issues related to in-scope managed services

Conduct investigations into issues and escalate Level II and engineering team necessary or required

Work with vendors on the resolution of support tickets

Work on projects as assigned by management

Perform upgrades and patch management on network devices as required

Process calls/emails/portal-created tickets

Perform initial triage on break/fix issues from clients

Basic configuration and troubleshooting of PDI’s managed products and services

Process NOC connectivity and availability alerts for program clients

Provide coverage to assist ServiceDesk functionality including tickets, calls, account maintenance

Document all actions in cases to effectively communicate information internally and to client

Submit appropriate bug, support and feature requests

Attend relevant meetings and take notes as needed

Follow appropriate triage processes to escalate issues if necessary

Run and understand SIEM Reports

End-user Support User Portal and SIEM tools

Qualifications:

• 1-3 years of experience with firewall configuration and troubleshooting, network architecture and design, and an understanding of networking concepts preferably from a managed services industry.
• College degre in Engineering, IT or Computer Science preferred
• Certifications in Networking, ITIL or ITSM, TNA, CCNA or any networking certifications, preferred.
• Required Technology: Routers, Windows Command Line, MS Office, Ticketing System (SNOW)
• Excellent Engilsh Communication Skills