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The NOC Analyst1 position within UTOC (Unified Technology Operations Center) Team is the first point of contact related to network health management. The person in this position is required to work in a team environment, under limited supervision and report to the UTOC Manager. Due to the nature of UTOC’s 24x7 support business, Analyst1 will be on site for network surveillance and event management.

UTOC Team provides communication, information, and resolution on all network related events to management and our internal customers. As the first point of event management; the UTOC Analyst1’s goal is to provide an efficient and effective response to Network issues via triage, escalation, resolution, and follow-up.

Responsibilities:

• Ability to prioritize alarms and incidents in order to fulfil SLA commitments
• Deliver proactive technology monitoring and implement corrective action to ensure optimal performance.
• To provide diagnostics and technical updates on incidents to other members of the operations and engineering teams and senior management.
• Identify opportunities to improve processes and sponsor the introduction of system changes to improve efficiency.
• Work well within our UTOC team and have the ability to work shift pattern.
• Proactively monitor technology solutions to ensure events are captured and resolved before they become an incident, whilst in the event of a major service outage, liaise with all relevant departments to undertake emergency fault diagnostics to resolution.
• Escalate issues to Senior Staff/Shift Lead/Shift Manager
• Perform incident documentation by creating tickets. Incident documentation includes selection of the affected party, prioritization of the incident, filling in the mandatory fields such as type and time of incident and a brief description.
• Update internal customers and management regarding the status of their inquiries or issues
• Research and resolve issues such as documentation requests, repeat issues, customer follow-up as appropriate, recommend any process improvements and provide shift turn over status.
• Be the front line to UTOC’s technical support staff by coordinating and routing incidents, calls and tickets
• Monitor the alarm activity through the Network Management - monitoring system
• Track incidents where applicable to verify that response times and availability requirements established in the SLA are met.
• Create and update tickets with 100% accuracy, following established procedures
• Execute projects given by Management
• Personal Training and Career development

Knowledge Requirements:

• Requires a minimum of 2 years of network surveillance experience or related fields of study.
• Exceptional written and oral communication skills.
• Must be able to document issues with a high level of accuracy and attention to detail.
• Ability to multitask in a fast paced and demanding environment.
• Working knowledge of TCP/IP, subnetting and the OSI network model

Additional Preferred:

• Routing and Switching
• Wireless (Cellular/DAS, Microwave, Wi-Fi)
• Familiarity with server operating systems
• BS in a computer science or related field of study

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.

• medical
• dental
• vision
• pharmacy
• life
• accidental death & dismemberment
• disability insurance
• employee assistance program
• 401(k) retirement plan
• 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year)
• 10 paid holidays per year