Network Operations Center Technician

Employment Type

: Full-Time


: Miscellaneous

POSITION: Network Operations Center TechnicianDEPARTMENT: Information TechnologyREPORTING SUPERVISOR: Supervisor, Network Operations CenterDIRECT REPORTS: NoFLSA: Non-ExemptEMPLOYMENT STATUS: Direct HireTRAVEL REQUIREMENTS: Up to 10% Overnight Travel Required in the U.S. and up to 25% Local Travel RequiredSCHEDULE: Shift work in a 24x7 NOC. Willingness to provide on-call support after-hours, evenings, overnight, and weekends if needed.ABOUT THE TEAMAs Tier 2 support for our customers, the Network Operations Center Team bridges the gap between our Customers, Customer Care, and Engineering. In alignment with our company's core values we strive to maintain the highest level of customer satisfaction through adherence to defined quality standards, responding to customer feedback, and collaboration with internal and external resources.ABOUT THE JOBAs a Network Operations Center Technician, your primary responsibilities will be to monitor, manage, troubleshoot, mitigate, and maintain digital systems and services. Additionally, you will be responsible for the oversight of issues relative to network infrastructure, Best Buy Health device functionality, BestBuy Health applications & business systems, and datacenter infrastructure and services. Travel for on-site troubleshooting or network validations may be required.RESPONSIBILITIES:* Monitor, manage, customize, and maintain Network Monitoring tools and infrastructure (e.g., Solarwinds, DynaTrace, Zenoss, Appneta, DataDog, and AirWave monitoring and control applications)* Add/remove/update Customer site equipment as needed, including ISP updates, firewall policy changes, network changes/additions* Troubleshoot user and customer network outages, phone issues, and Best Buy Health device issues* Conduct initial (level 1) troubleshooting of Best Buy Health Datacenter or application issues before escalation to the Systems, Network, or Development Engineering teams* Consult with network vendors to ensure success of Best Buy Health implementations* Conduct remote or on-site network validation/survey of new customer networks* Assist with Best Buy Health device installation and testing when necessary* Update Operational Run Books and customer process & action plan documentation* Respond immediately to Hotline calls during on-call shifts* Other duties as assignedQUALIFICATIONS:Education: Associates degree preferred or equivalent experienceCertification(s): CCNA or equivalent preferredExperience:* Minimum 2 years of NOC or Operations Center/DataCenter experience required* Minimum 2 years of enterprise network infrastructure experience, including wireless, router, switches and firewalls is required* Experience with managing vendor relationships is preferred* Experience in a customer service role or direct Customer relations is preferred* Experience with Network and System Monitoring Tools required (DataDog, Dynatrace, and/or SolarWinds systems preferred)* Experience in working within an ITIL Governance environment and knowledge of ITIL principles preferredKnowledge/Skills/Abilities:* Proficiency in Windows 7 and 10 as well as Microsoft Office applications, including Visio, is required* Experience in configuring and troubleshooting network hardware including wireless, routers, switches and firewalls* Experience with Linux (CentOS, RedHat, etc.) operating systems preferred* A demonstrated understanding of basic network protocols (TCP/IP, HTTP, FTP, etc.) and utilities (Telnet, SSH, etc.) preferred* Knowledge of wireless technology and protocols including 802.11b/g/n/ac, WEP/WAP, Bluetooth, GPRS, Roaming, Wireless Security, Wi-Fi management tools and packet capture/analysis, preferred* Proficiency with Wireshark or similar tools for network troubleshooting preferred* Experience in using Jira management system required with experience in using the Confluence Technical Administrative application preferred* At least one year of experience with some type of Network Management tool such as DataDog, Dynatrace, Nagios, SolarWinds, HPE OpenView, BMC Patrol, or any Application and/or Systems Performance Management tool, requiredPersonal Attributes:* Dealing with Ambiguity* Action Oriented* Ability to work under stress and/or in operational stressful conditions* Compassion* Clearly Written Communications* Customer Focus* Functional/Technical Skills* Learning on the job as new tools are introduced

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