The IOC Administrator is a valued member of the Coretek team responsible for providing Level 2 support for client environments. This role is responsible for the monitoring and triage of devices within our event management tools and Level 2 triage and resolution of internal and external infrastructure issues.
This role involves ensuring the efficient operation of IT services, resolving escalated incidents, and improving IOC processes. The candidate will be responsible for providing exceptional customer service to internal Coretek employees and external clients.
Responsibilities
- Continuously monitor infrastructure, application or software events generated by the event management system
- Respond to alert incidents in a timely fashion to minimize downtime
- Provides technical leadership for a variety of infrastructure platform issues including, but not limited to:
- Network – data and voice
- Server – Windows/Unix/Linux
- Backup
- Cloud
- O365 server issues
- Virtualization
- Monthly server – workstation patching
- Escalate and collaborate with Coretek engineers/architects and vendors to resolve complex technical issues
- Track the progress of client incidents and requests during the entire lifecycle to ensure the issues are closed within the agreed Operation Level Agreement
- Communicate, internally and externally, the status of the tickets directly with clients
- Provide daily support for event management system requests, such as but not limited to: decommission of devices, provide access to dashboard and scheduling downtime of systems
- Contribute and maintain the Knowledge Base articles key to daily troubleshooting and triage of client environments
- Assist engineers with change records as needed in the off hours
- Assist with cross training of new IOC team members as needed
Requirements
- Bachelor’s degree in computer science or information technology, preferred or 2 years working in a Network Operations Center (NOC) in a medium-to-large data center environment supporting multiple clients and systems
- Network+ or A+, required
- MS900, AZ900 or CCNA certification is highly preferred
- Basic knowledge of networking frameworks
- Proficient experience utilizing event management tools (Logic Monitor, Nagios, Solar Winds, etc)
- A strong sense of urgency and the ability to multi-task effectively
- Demonstrated organizational, communication and time management skills with the ability to work independently
- May require shift work, including nights, weekends or holidays
- Operations experience in multiple technologies, including any of the following:
- Window Server Administration – Server 2012 and above
- O365/M365
- Network protocols and networking devices such as firewalls, switches, etc
- Unix/Linux server administration
- Backup administration
- Basic knowledge of storage systems
- Clustering solutions – Citrix, VmWare etc
- Experience working with an ITIL based ticketing system tool – ServiceNow helpful
- Strong listening, verbal, written, and interpersonal communication skills
- Accuracy and attention to detail when monitoring and maintaining systems
- Ability to work in a fast-paced, 24/7 operational environment
- Adept at communicating with all levels of technical experience