NOC & Escalations Lead - Level III at Sourcefit

Position Summary:

The NOC C Escalations Lead serves as a key resource for ensuring seamless resolution of complex customer issues that helpdesk support teams are unable to resolve, as well as driving NOC improvements in deployment, maintenance, monitoring, and security. The role requires advanced technical expertise in server and networking solutions, scripting capabilities, and responsible for continual systems improvement through the identification and resolution of common issues through scripting to reduce the number of alerts per end point.

Primary Functions of the Position:

• Resolve escalated service tickets for advanced desktop, server, and networking issues that helpdesk support teams are unable to resolve.
• Lead NOC operations, ensuring efficient workflows and high-quality service delivery.
• Utilize automated monitoring systems to identify, troubleshoot, and resolve complex problems on desktops, laptops, servers, networking devices, and related software.
• Manage tickets on the NOC and Escalations service boards, ensuring all tickets are updated with proper notes before resolution.
• Create advanced scripts and automation using best practices to streamline processes, reduce the number of alerts per endpoint, and improve response times.
• Resolve complex issues escalated by junior NOC technicians, demonstrating advanced server and networking skills.
• Troubleshoot and audit client backup issues.
• Run security scans, remediate identified issues, and implement security best practices.
• Assist with patch management and reboot schedules.
• Work directly with vendors to address issues or outages.
• Review and optimize current monitoring tools to ensure best practices are implemented.
• Conduct automated and manual software installations.
• Communicate with Service Desk team members before, during, and after maintenance as well as when any major issues are identified.
• Assist with onboarding and offboarding of clients, typically involving installing or removing agents or software provided by Hitek Data.
• Understand Hitek Data’s offerings and products in relation to the tools to implement and maintain proper monitoring.
• Document processes, procedures, and system baselines related to duties and responsibilities.
• Account for time with a high level of accuracy within the ticketing system.

Job Details:

• Work Setup: Work from Home
• Schedule: Monday to Friday | 10:00 PM to 7:00 AM Philippine Time
• Holidays: Follows US Holidays

Education s Experience:
Understanding of the following:

• PowerShell or other advanced scripting languages.
• Backup scheduling and archive management, including the Windows services that support them.
• SNMP protocol and SNMP monitoring platforms.
• Experience running security scans and remediating issues.
• Direct involvement with PSA, RMM, and network monitoring tools required (administration is a plus). ConnectWise experience preferred.
• 3+ years of experience in a help desk, NOC, or escalations role.
• Prior MSP experience preferred.
• Management experience required, with NOC management as a plus.
  
  Skills Required for Success:
• Advanced scripting skills to develop automation solutions.
• Proficiency in:
• Microsoft Windows Server Active Directory, Group Policy, and Replication Management C Troubleshooting.
• Virtualization: VMware vSphere and vCenter Management.
• ConnectWise Automate Monitoring and Scripting.
• Nessus Vulnerability Scans.
• Microsoft Windows 10 C 11.
• Microsoft Office/365 Applications.
• Microsoft 365 Administration and Migration.
• LAN/WAN, DNS, DHCP, and Domain Controllers.
• Networking knowledge, including solid fundamentals of Layers 2 C 3 and practical experience creating and managing VLANs.
• General Firewall Setup and Administration.
• Wireless Network Configuration C Troubleshooting.
• Printer/Scanner Setup C Configuration.
• Client Applications such as Adobe, Bluebeam, etc.
• Veeam, Datto, or similar platforms.
• Strong verbal and written communication skills.
• Compassionate, empathetic disposition.
• Exceptional attention to detail and a sense of urgency.
• Active listener with a spirit of teamwork and collaboration.
• Proficient in time management and organization both individually and on behalf of others.
• Energetic, self-motivated, and well-organized.
• Critical thinking skills to properly prioritize and meet deadlines.
• Proven ability to solve complex problems.
• Accountable and reliable.
  
  Common Certifications:
  • IT Certifications: CompTIA A+, Network+, Security+, Cisco, Microsoft, ITIL Certifications – at least one preferred.