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NOC Engineer - 2nd Shift

The NOC Engineer, 2nd shift, will be part of a highly skilled technical team working with Windows-based and Citrix virtualization products. This role will involve investigating, troubleshooting and solving customer technical issues on these platforms. The NOC Engineer will provide customer support by managing the lifecycle of all incidents and service requests. This is considered a high-level technical role requiring broad IT knowledge and SME level understanding in multiple platforms.

DESCRIPTION OF DUTIES:

  • Working remotely to diagnose and resolve both emergency and chronic problems related to availability, security, performance, connectivity and overall functionality
  • Monitor heads-up displays, email queues, ticketing systems, and take incoming calls
  • Communicate with customers via telephone, email or remote session regarding technical problems identified, and manage relationships with those customers until the issue is resolved
  • Provide status updates on outstanding tickets and current projects
  • Perform day-to-day remote administration of customer environments which includes server patching, Active Directory, Microsoft O365 and Citrix administration tasks, triage of network, security and messaging services issues
  • Review chronic alerts, advise on and update monitoring templates and policies
  • Work with internal technical teams to create and/or update knowledge base articles
  • Generate incident activity and security reports from ticket system and 3rd party vendor
  • Maintain industry expertise by attending classes, learning new and evolving technologies, and by attaining designated professional certifications
  • Participate in GTG internal systems maintenance/upgrades

EXPERIENCE:

Must have experience troubleshooting and resolving issues with the following:

  • Windows Server 2012/2016/2019/2022
  • Microsoft Azure Administration
  • Citrix XenApp/XenDesktop
  • Web access to Citrix, esp. utilizing Citrix ADC technology
  • VMware 5.5+
  • Active Directory, Group Policy, DNS & DHCP
  • Exchange Server 2007-2019
  • Microsoft Office 365
  • Backup Technologies
  • Software and patch distribution and installation services
  • Anti-Virus and malware protection solutions
  • Peripheral devices, including network printers, scanners, etc.
  • TCP/IP networking stack, switches, routers and firewalls

REQUIREMENTS:

  • Minimum of 5 years in a technical support position troubleshooting and resolving Level 2 and Level 3 support issues
  • Previous employment with an integrator/reseller similar to Gotham
  • Experience monitoring and managing service desk queues in a diverse environment including phone, web, and ticket alert initiation
  • Experience with LogicMonitor a plus
  • Experience with complex Cloud or Enterprise Virtual Environments a plus

EDUCATION / CERTIFICATION REQUIREMENTS:

  • Bachelor’s degree with a concentration in computer science, management information systems or related field or equivalent experience
  • Citrix CCP-V or CCE-V certification
  • MCSE, A+, Network +, CCNA or other industry standard certifications
  • VMware VCP-DCV a plus

COMPENSATION PACKAGE:

Base Salary plus MBO bonus

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