SRA International, Inc., A CSRA Company NOC Monitoring Engineer in Durham, North Carolina
Clearance Level Must Currently Possess:
No Active Clearance Required
Clearance Level Must Be Able to Obtain:
No Active Clearance Required
GDIT is currently searching for an onsite NOC Monitoring Engineer to help support our federal client Environmental Protection Agency (EPA). located in the RTP area of Durham, NC.
Provide Level 1/2 LAN support
Provide technical support by monitoring the agencies enterprise LAN infrastructure by utilizing the EM7 monitoring platform
Answering telephone calls, replying to emails, and utilize ticketing system in line with departmental measures, with a focus on high quality, accuracy and customer satisfaction
Document and record all activity and communication with customers according to departmental standards of quality
Record all activity in the department’s ticketing system, updating cases within SLA guidelines.
Meet or exceed service level requirements and departmental goals for ticket Management, Phone and Email response times, and Customer Satisfaction
Review cases for technical complexity and make recommendations to team members with regards escalation according to departmental Best Practice
Use and create knowledgebase articles based on new product information, support incidents, and/or common or critical issues
Adhere to EPA/GDIT Support Services best practices
Participate in departmental projects
Actively participate in team and departmental meetings by providing feedback on current day to day activity and recommendations for improvement
Perform hands-on installation, configuration, and troubleshooting of ScienceLogic appliances
Document and record all activity and communication with customer in person, over telephone and email according to departmental standards of quality
Provide on-call and shift coverage as required
A bachelor degree in computer science/engineering or equivalent work experience
2+ years of experience using ScienceLogic EM7 monitoring tool
2+ years of NOC (Network Operation Center) Experience
2+ years of experience providing Level 1/ Level 2 support for Cisco Layer 2/3 switches
2+ years of experience with SNMP and vendor MIB architecture
2+ years of experience with Remedy or ServiceNow
Highly Desirable Skill Sets:
Ability to use and create knowledgebase articles based on field incidents, and/or common or critical issues
Self-motivated with the ability to maintain a positive and cooperative attitude in sometimes stressful situations
Creative person who looks for new and innovative ways to resolve problems
Effective team player willing to assist others when needed
Excellent written and verbal communication skills
Handling customer support issues via phone and email systems
To Be Successful:
- Have exceptional troubleshooting and customer-handling skills with proven experience analyzing, diagnosing and troubleshooting of Cisco L2/3 switches infrastructure remotely as indicated through the Network Operation Center (NOC) EM7 monitoring tool alerts and notifications.
# of Openings:
Scheduled Weekly Hours:
T elecommuting Options:
Some Telecommuting Allowed
USA NC Triangle - 109 TW Alexander Dr (NCC003)
Additional Work Locations:
CSRA is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
THINK NEXT. NOW.
CSRA is tomorrow’s thinking, today. To “Think Next. Now.” is to imagine a better future and to deliver it, today. For our customers, our partners, and ultimately, all the people our mission touches, CSRA is realizing the promise of technology to change the world through next-generation thinking and meaningful results.
We understand that our customers' missions require new methods and imaginative thinking. We bring together government IT professionals, emerging technologies, and the brightest, cutting-edge advisors in the industry to deliver a broad range of innovative, next-generation IT solutions and professional services to help our customers modernize their legacy systems, protect their networks and assets, and improve the effectiveness and efficiency of mission-critical functions for our warfighters and our citizens.
Everywhere you look, CSRA is there. We’re in our nation’s infrastructure, in training and education, in cyber security, in serving veterans who served us—and, so much more. Take some time to learn more about CSRA. You might be surprised to learn how we touch your life.
We are a company of 18,000+ smart, talented individuals, yet we enjoy a start-up culture that inspires us to make a difference while delivering results in this rapidly evolving world. Join our team and use your skills and expertise to support the safety, security, health and well-being of the nation.