NOC Swing Shift Supervisor: Tue-Sat 3:45PM-12:15PM

NOC Swing Shift Supervisor: Tue-Sat 3:45PM-12:15PM

Vacancy expired!

The NOC Shift Supervisor – will be a strong NOC Engineer II who is primarily responsible for working on a team at the RRMS NOC. The NOC Shift Supervisor manages the day-to-day Network Operations Center (NOC) functions, to include scheduling and coordinating daily workload for NOC Engineers, reviewing and assigning tickets and assisting in the escalation workflow to troubleshoot and resolve Tier II and higher issues. This position is responsible for managing employees of the NOC as well as assisting with high activity workloads.

Primary Position Tasks: Listing of the primary tasks the position will be responsible for

• Supervision and oversight on a team of NOC engineers
• Being available and approachable to direct reports
• Monitoring and enforcing team goals and performance objectives
• Improving and achieving SLAs
• Developing internal talent and training processes
• Providing coaching and actionable feedback to reports
• Escalating and communicating at a high level with customers and management
• Managing NOC engineers’ attendance (check in/check out times)
• Identifying areas of improvement and creating growth plans
• Manage the overall performance and reliability of the local NOC team by establishing and implementing technical and operational performance standards as defined for NOC core functions (Incident Management, Service Assurance, Change Management, and Reporting & Analysis)
• Manage operations for 3 to 6 level-I geographically dispersed NOC engineers in a 24x7x365 environment as they provide all manner of incident, change, and problem resolution to 300+ clients in a Managed Services environment.
• Maintain wide array of performance metrics and KPI's regarding service delivery.
• Experience with administrating and maintaining Windows Server 2008 and above
• High level knowledge of supporting/managing desktop operating systems
• Email Administration with high level user management including configuring new accounts, password resets, and troubleshooting user login, profile and permission issues
• Basic virtualization Administration which may include rebooting virtual machines, resource allocation, basic architecture knowledge
• Strong domain functionality experience and knowledge of Active Directory services, Group Policy, DNS, DHCP
• Strong ability to troubleshoot Windows and Mac OS related issues at hardware and software levels
• Strong ability to troubleshoot Remote Desktop Services and VPN (SSL and IPSec)
• Intermediate knowledge of Backup Solutions
• Intermediate knowledge of troubleshooting common remote solutions such as RDP and Azure WVD
• Basic understanding of core network components
• Maintaining standards and documentation on an ongoing basis as products and technologies evolve

Minimum Education/Certification/Experience Requirements:

• Minimum 3 years of IT experience with IT administration and support experience with windows administration and management of Active Directory, DHCP, DNS, and Group Policy
• Previous Experience in a fast-paced consulting or MSP environment as plus
• For example: Previous technical support (success in Level One customer-facing roles) and experience in IT infrastructure with focus on Storage, Backup, Databases and Network.
• Other important experience

Preferred Education/Certification/Experience:

• Bachelor’s degree desired
• Required certifications: CompTIA A+, Network+, CCNA, AWS Solutions Architect Associate, Azure Administrator and Office 365 Fundamentals

Knowledge, Skills and Abilities:

• Team Leadership
• Detailed oriented
• Strong organizational skills
• Confident decision-making skills
• Strong consulting and communication skills
• Confidence and experience in front of clients
• Strong ability to work in a team-based environment
• Ability to be a self-starter and possess good time management skills