Job Description
Description
POSITION SUMMARY
Owens & Minor is looking for an Associate System Support Engineer to join the NOC team responsible for monitoring and maintaining over 2000 servers and 3000 network devices located in Owens & Minor locations globally. The Associate System Support Engineer is part of a collective team of engineers which troubleshoot and resolve routine and complex network, server, and OS issues and alerts in a timely and efficient manner while maintaining target system uptimes.
ESSENTIAL JOB FUNCTIONS:
Monitor production and non-production systems are located at Owens & Minor offices, data centers, distribution centers, and warehouses. Having experience of SolarWinds, juniper Mist, Meraki, ServiceNow tools. Respond to alerts and event-generated incident tickets effectively and efficiently. Create and use Knowledge Base Articles to investigate, diagnose, and resolve incidents. Escalate complex incidents to Networking, Server, and other resources in accordance with established processes and procedures. Review and update status of incidents in ticketing system. Create trouble tickets with carriers for circuit issues. Interface with internal IT groups and business units as needed to achieve incident or problem resolution. Support the Major Incident Management process by participating in bridge calls and working sessions to resolve incidents and problems. Participate in the transfer of information from one shift to the next. Serve as mentor for junior NOC analysts to expand their technical skillset. Must be available to be a part of a 24/7/365 rotational on-call schedule. Experience in document creation based on scenario. Coordination with different vender for escalation in timely manner. Provide Proactive and reactive support for infrastructure. Having knowledge of basic database monitoring e.g., MSSQL, DB2, Oracle etc. Having knowledge of basic Linux, window, VMware monitoring. SUPPLEMENTAL JOB FUNCTIONS:
Performs additional duties as directed. Effectively accomplishes set goals while primarily working in a remote capacity.
Qualifications
EDUCATION & EXPERIENCE:
4 years of experience in a similar role working in a Network Operations Center (NOC) or Operations Center in a distributed enterprise environment. CompTIA A+ or Network+ certification preferred. University degree in computer science or technical field preferred. Experience supporting manufacturing/supply chain a plus. KNOWLEDGE SKILLS & ABILITIES:
Solid knowledge of infrastructure environments (compute, network, storage, etc.) and how they work. Experience troubleshooting network problems and devices. Experience using monitoring tools such as SolarWinds, Nagios, etc. Experience troubleshooting Windows Server issues and performance. Familiarity with Red Hat Enterprise Linux preferred. Strong diagnostic skills: ability to assess incident criticality and determine when escalation is needed. Ability to assess and prioritize incidents quickly while under pressure. Familiarity with trouble ticketing systems such as Service Now. Good written and spoken communication skills. Familiarity with ITSM and ITIL best practices. ADDITIONAL REQUIREMENTS:
Ready to work from office. Training:
The post holder will be expected to undertake training to ensure that her/his skills are current.
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