Job Details
Network Operating Center (NOC) Operators provide the monitoring of network and system security, performance, patching and backup processes. The NOC Operator will utilize monitoring, alerting and ticketing tools; utilize, maintain and expand the knowledgebase; must be able to troubleshoot, report on and escalate issues when necessary. This candidate must understand OnSolve products, alerting and reporting protocols, be able to follow instructions and procedures, and work well independently and in a team environment.
Responsibilities
- Proactively monitor data and communications networks to ensure 24×7 operation and that networks are available to all system users
- Respond to alerts/alarms according to Standard Operating Procedures
- Document and resolve data communications problems
- Develop and follow troubleshooting procedures in an effort to resolve problems
- Contact users to correct and maintain application operations
- Escalate problems as needed to engineering staff
- Records daily application and understructure statistics
- Open, update, and close trouble tickets
- Work with external data center vendors to coordinate remote hands work
- Manage trouble-ticketing system ensuring accurate and up-to-date information
- Work with internal and external groups during routine application deployments
- Collaborate with internal and external groups to help identify and resolve issues affecting our services
- Help develop and maintain NOC policies, procedures and tools
- Occasional production support requests that may occur outside of working hours
- This position will require shift work to include nights, weekends, and holidays – to support our 24×7×365 data centers
- Any other tasks as requested
Job Requirements
Qualifications
- Minimum 1-2 years commercial experience in a NOC/ Help Desk environment, ISP environment
- Previous experience with tools used in monitoring the network, including PRTG, ELK, Prometheus and Nagios.
- Must have the ability to troubleshoot application problems effectively in a distributed environment.
- Maintain a broad knowledge of all products, services, and NOC procedures
- Strong interpersonal communication skills, verbal and written
- Strong English skills, fluent in written English
- Excellent organizational, multi-tasking, prioritizing and teamwork skills
- Ability to work independently with little supervision
Shift work
Note that this job will require working outside of a normal working schedule. Examples of shifts could be (VN times):
Shift 1:
- Sunday 12 PM to 12 AM
- Thursday 8 AM to 4 PM
- Friday 8 AM to 4 PM
- Saturday 12 PM to 12 AM
Shift 2:
- Sunday 12 AM to 12 PM
- Tuesday 8 AM to 4 PM
- Wednesday 8 AM to 4 PM
- Saturday 12 AM to 12 PM
We will favor candidates that:
- have worked in a professional English-speaking global company
- have provided remote support to customers in English language
- can demonstrate experience of training/coaching other staff members
We offer
- Your health (and your family members’) are important to us; we provide a healthcare package from your start date
- We try to create an environment where you can discover yourselves.
- We care about your work-life balance; our working environment is fun and friendly, and our employees enjoy 18 annual leave days in addition to public holidays.
- You are encouraged to reach the Management Team at any time you have difficulty, need an advice or only want to share your feedback
- We believe that you deserve to be paid with 100% salary in probation time
- We participate fully in Social, Health, and Unemployment Insurance
- We have an annual performance appraisal to understand you and define your career path at OnSolve Vietnam