NOC / Field Service Engineer

Position Summary:

As a member of the NOC team, the NOC / Field Service Engineer will provide system and network operations support in a 24x7 Network Operations Center (NOC). This is a hybrid role with a field service component. This role requires direct interaction with customers including onsite visits and end-user assistance where required. The NOC supports customer networks and infrastructure and is essential in the delivery of the Company’s managed services. The NOC / Field Service Engineer works collaboratively with the NOC team and with many members of the larger KLH team. The NOC / Field Service Engineer may be required to work the occasional extended shift as needed to support NOC and field service operations.

Duties:

• Provides good communication, timely and courteous responses to client requests for assistance with their network, desktop, laptop, and mobile devices.
• Resolved technical problems related to Microsoft Windows environment (Win10, 11, Server & Azure). Performs advanced troubleshooting on mail platforms, browsers settings, Office 365, Active Directory to AzureAD and common third-party applications.
• Troubleshoot and resolve a wide range of hardware and software support calls both remotely and onsite.
• Repair, maintain, upgrade and document desktop, laptop and server hardware, software and peripheral equipment.
• Assist KLH Staff including Account Managers and Senior Network Engineers (remotely & onsite). Provide direct onsite support to clients & field technicians when needed or requested by supervisor.
• Perform daily monitoring and management of KLH managed environments. Spends 2 days a week monitoring network performance and analyzing security portals using various tools and dashboards.
• Run monthly reports required to support NOC service programs.
• Perform adds/changes/deletes to monitored customer equipment.
• Troubleshoot, remediate, and resolve issues with the customer networks.
• Follow established processes for assessing and prioritizing workflow, including remediation and escalation paths to ensure that issues are dealt with promptly.
• Clearly and concisely communicate with internal and external customers regarding requests, issues, expectations, resolution activities and progress.
• Use the ticketing system to clearly and concisely document requests, issues, and resolutions.
• Performs a combination of project work, service tickets, and program management. Common program areas are security education, end point security architecture, and general remote monitoring & maintenance.
• Contributor to KLH’s 2FA, EDR, Anti-Spam, mail flow, phish, URL content filtering, disk encryption and other security programs.
• Perform security assessments of systems and networks within an environment. Identifies where those systems/networks deviate from acceptable configurations or policy.
• Monitoring networks and systems for security breaches or intrusions.
• Writes reports on the following: efficacy of current security policies, incident responses, disaster recovery plans, and other security-related information.
• Part of a team responsible for detecting and managing cyber-attacks. Stays organized to minimize damage, recovery time and total cost.
• Perform a variety of engineering work, including documenting system configurations, performing system installations, troubleshooting network problems, securing network systems, and configuring routing/switching equipment and hosted IP services.
• Proficient in writing scripts. Develop automation scripts to deploy software to clients for a variety of projects.
• Document standard operating procedures related to daily duties and NOC programs.
• Perform all duties in accord with the Company’s policies, procedures and customer contracts.
• Occasional on-call responsibilities
• Valid driver license, reliable automobile, current automobile insurance policy

Qualifications:

• Knowledge of Backup encryption
• Knowledge of Veeam and other backup software across cloud, virtual and physical environments
• Knowledge of network routing and storage systems
• Experienced with current network environments and operations; physical, virtual and cloud
• Experienced with current Windows server and desktop OS, VMWare, and cloud
• Experienced with network/systems, maps, diagrams, flowcharts, charts, and other documents
• Familiar with network security technologies
• Familiar with using shell scripts to automate routine tasks
• Experienced in the use of MSP tools or other network management and monitoring tools.
• Experienced in the use of industry standard professional services applications
• ­­­­­­­­­­­­­­­­­­­CompTIA A+ education or training
• AS in Computer Science

Attributes:

• Superior problem-solving and troubleshooting skills
• High level of customer focus and customer satisfaction
• Excellent communication skills – ability to communicate expectations, status, and key issues effectively to clients and management. Ability to communicate technical topics to non-technical people.
• Energetic self-starter with the ability and ambition to learn and grow in position.
• Ability to work independently and meet deliverables with minimal direction
• Strong organizational skills with ability to multitask
• Excellent time management and prioritization skills
• Excellent collaboration and teamwork skills
• Work collaboratively with others to deliver the Company’s services.
• Fluent spoken and written English

Other relevant experience:

This job description reflects the present requirements of the position. As duties and responsibilities change and develop, the job description will be reviewed and be subject to amendment.