Network Analyst

Location: Schaumburg, IL
Date Posted: 10-23-2017
Systems Administration 

• Responsible for providing technical support and monitor day to day operations of Network Operation Center. 
• Monitoring the Ericsson Infrastructure using a variety of tools and react to resolve any alerts which may arise and ensure system uptime meet service level agreements. 
• Responsible for logging and resolving any network incidents ensuring that Service Level Agreements are met at all times. 
• Escalating any Network incidents that cannot be resolved within specified time frames to the relevant team members and work with them until the incident is resolved. 
• Document and record steps taken towards resolution of an incident and add this to the knowledge database for future referral. 
• Take Technical Ownership of Major Incidents by – identifying, communicating, and utilizing appropriate resources to resolve the issue. 
• Responsible for documenting and distribution of all Major Incident Review Reports in the agreed format. 
• Ensure NOCC operations meet support and performance metric requirements. 
• Monitor all outages/issues through the return to normal services. 
• Build strong and effective working relationships with Engineering and Management organizations. 

Customer Support 

• Respond to escalated customer incidents in a timely fashion and in compliance with NOCC standards. 
• Acting as the first point of contact for any Network related problems between Motorola NOCC and its partner's. 
• Develop good customer relationships through excellent customer service. 
• Assisting in providing tier 1 customer support when call volumes are high. 

Other Support 

• Comply with Motorola Quality and Security policies and practices. 
• Maintain reasonable discipline and decorum. 
• Be familiar with NOC policies and services. 
• Responsible to update and maintain data integrity of various database systems used within the NOC. 
• Keep up to date knowledge of all systems and application used to perform day to day task. 
• Work closely with all other relevant teams to maximize all opportunities, make a significant contribution by supporting new process and new technology. 
• Process focused; provides input to help improve/build processes. 
• Must be able to effectively coordinate and multi-task across various groups and functional teams both inside and outside of the business. 
• Provide guidance and support for continual improvements. 
• Ensuring all given tasks are performed based on ITIL process and procedures. 
• Actively participate in all training provided. 
• Ability to perform tasks with minimal supervision. 
• Operate in a 24 X 7 Network Operations Center; this includes shift work and weekends. 

Specific Knowledge/Skills:

• 1-3+ years of customer support experience preferably in a NOC environment 
• Seeking experience in a help desk/service desk/ technical support environment. 
• Prior background working in NOC environment is highly desired. 
• Knowledge of ITIL is a plus. 
• Good communication skills (verbal, written and presentation). 
• Strong analytical, problem solving and investigative skills. 
• Attention to detail. 
• Ability to work unsupervised. 
• Good time management skills. 
• Ability to set priorities and meet deadlines. 
• Aptitude to manage multiple tasks concurrently. 
• Technical literacy. 
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