AddressSenior NOC Analyst
Location: Home-Based Canada (ET or CT)
Position Summary:
The Senior NOC Analyst is responsible for handling Level Three support for the entire Bentley infrastructure. This relates to all technology, including servers, networks and vendor-specific hardware and software.
Your Day-to-Day:
- Infrastructure Monitoring/Reporting/Escalations
- Incident Management
- Ensure problems and incidents are escalated, tracked, and accounted for at the proper priority level.
- Provides Tier II support per request from operational and departmental Teams.
- Investigate and troubleshoot issues per approved Knowledgebase Articles.
- Provide Tier II, III technical support and services for internal colleagues.
- Escalate issues to the Network Operations Center Manager as needed.
- Account provisioning/administration
- SS LOG processing
- Daily log review
- Telecom support
- Ability to work effectively with minimal supervision.
- Performs other duties as assigned.
Additional Duties and Responsibilities
- Maintain and update monitoring systems.
- Create and update knowledge base articles.
- Improve service, perception, and satisfaction.
- Process quick turnaround of requests by Service Level Agreements
- Demonstrate the ability to work in a team and communicate effectively.
- Escalate issues/requests that require next level support
- Enter all work as tickets into ITSM Tool.
What You Bring to The Team:
- Strong interpersonal skills: specifically, verbal, and written skills, telephone skills, and active listening skills.
- Self-motivation with the ability to work in a fast-paced, ever-changing environment.
- Azure AZ104 Certification
- Net+ Certification required.
- ITIL v4 Foundation Certification desired
- An understanding of operating systems, business applications, printing systems and network systems.
- A Good understanding of Network Topologies and protocols; TCIP/IP, HTTP, SNMP
- Network Administration experience, including user account, group & permissions management (Azure Administration experience also preferable)
- The ability to multi-task and adapt quickly to change.
- A sound technical awareness and knowledge to appropriately match resources to technical issues.
- An understanding of support tools, techniques, and how technology is used to provide IT services.
- Monitoring and event Management experience
- Monitoring Tool Experience (Solarwinds, Grafana, Azure etc), preferably with custom alerting/scripting experience
- Database Monitoring experience
- Perform Troubleshooting and incident response on systems.
- Manage Critical Incident Investigations
- 5+ years of related IT experience.
- A Bachelor's degree or equivalent experience desired.
What We Offer:
- A great Team and culture – please see our Recruitment Video.
- An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction.
- Competitive Salary and benefits.
- The opportunity to work within a global and diversely international team.
- A supportive and collaborative environment.
- Colleague Recognition Awards.
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