Network Operations Center (NOC) Support Assistant (ESC)

Primary Purpose:

The NOC Support Assistant plays a critical role in ensuring the continuous availability and optimal performance of our partners growing network of SOC 2-compliant edge data centers. This individual will be responsible for monitoring incident response and proactive maintenance activities across all assigned edge data center locations. Beyond technical responsibilities this position contributes to Region 16s customer engagement by helping uncover client needs and exploring how our solutions can best support their goals.

Qualifications:

Education/Certification

• High school diploma or GED required
• Associates Degree in computer computer-related field preferred

Skills

• Experience installing and operating computer software is preferred.
• Experience working with hardware and software on multiple platforms (Microsoft Apple Google) preferred.
• Must possess patience to assist network users and visitors in learning new software and hardware.
• Basic understanding of data center infrastructure including power cooling and physical security.
• Familiarity with network monitoring tools (e.g. SolarWinds Nagios Zabbix).
• Must be eager to learn and share new knowledge.
• Must display a drive to help others while being attentive to individual differences.
• Must display responsibility by assuming personal accountability for work performance.

Working Conditions:

• Tools/Equipment Used: Hand tools and test instruments for electronic repairs and cable installations; standard office equipment including personal computers and peripherals
• Posture: Must be physically able to tolerate prolonged sitting; regular kneeling/squatting bending/stooping pushing/pulling twisting
• Motion: Must be physically able to tolerate repetitive hand motion; frequent keyboarding and use of mouse; regular walking grasping/squeezing wrist flexion/extension reaching; may climb ladders; frequent driving
• Lifting: Must be physically able to tolerate regular moderate lifting and carrying (up to 44 pounds); occasional heavy lifting and carrying (45 pounds and over)
• Environment: Work is performed in an office environment; frequent on-call and after-hours work; may be required to be on-call 24 hours a day; may work alone; occasional prolonged hours; frequent travel between work locations
• Mental Demands: Must be able to work with frequent interruptions; maintain emotional control under stress; work prolonged or irregular hours on occasion
• Regular Attendance is an essential function

Major Responsibilities and Duties:

1. Proactive monitoring of all edge data center infrastructure including power (generator and localized) cooling (HVAC) environmental controls security cameras and door access systems.
2. Utilize monitoring tools to identify and triage alerts related to power fluctuations temperature excursions security breaches or equipment failures.
3. Perform initial troubleshooting steps for identified issues escalating to senior technicians or field engineers as required.
4. Document all incidents resolutions and relevant details accurately in the ticketing system.
5. Verify the operational status of all network devices servers and connected equipment within the edge data centers.
6. Assist with remote hands tasks as needed guiding on-site personnel for basic troubleshooting or equipment resets.
7. Maintain accurate inventory of hardware and software within assigned data centers.
8. Adhere to all SOC 2 compliance standards and procedures related to data center operations.
9. Monitor network connectivity and performance for all edge data centers and the ESC fiber network identifying and resolving any network-related issues.
10. Perform basic network diagnostics (ping traceroute etc.) to isolate network problems.
11. Collaborate with network engineering teams for advanced troubleshooting and configuration changes.
12. Act as a technical liaison for Region 16 providing support in understanding customer technical requirements and challenges related to edge data center solutions.
13. Assist in identifying potential applications for our products and NOC/data center services based on customer discussions and needs.
14. Participate in calls or meetings with Region 16 and prospective customers to offer technical insights and answer questions about our capabilities.
15. Contribute to the design of preliminary technical solutions or service configurations that align with customer needs and our offerings.
16. Provide information and insights to Region 16 to help them articulate the value proposition of our services and products to customers.
17. Document customer interactions and technical requirements to ensure a clear understanding of potential opportunities.
18. Assisting with the communication and engagement of customers with ESC products and services developed in-house to assist with sales efforts for these products.
19. Work innovatively with our team to determine needs and opportunities for solution development and opportunities.
20. Maintains a professional level of confidentiality regarding all ESC matters
21. Supports the mission goals and objectives of the ESC strategic plan
22. Upholds and adheres to safety rules and policies of the ESC safety program
23. Performs professional responsibilities as required by ESC policies processes and procedures
24. Manages time calendar and job responsibilities to meet deadlines
25. Meets proficiency levels of required technology skills as outlined by supervisor
26. Incorporates appropriate technology in daily work and exhibits continual growth in technologies as outlined by supervisor
27. Performs other duties as assigned