IT Operations Center Analyst

Summary:
The Network Operation Center (NOC) has three main roles:
1. To ensure maximum possible service availability and performance;
2. To provision customer network services on core equipment;
3. To provide support services for Engineering and other technical teams.
 
These result in a highly diverse range of duties for the NOC - our analysts are required to ensure they are fulfilled in a timely, co-operative and professional manner.  As part of a 24x7x365 team, you will use automation and tools, enhancing processes to monitor, manage, and administer network(s), infrastructure, and/or applications in a repeatable, standardized and efficient manner. Rapidly identify and execute real-time actions to achieve return to service, performing root cause analysis, and implementing corrective measures to prevent future occurrences. You will work with our Service Desk and engineering teams to proactively manage and escalate problems within the network.

Responsibilities:

Works closely with the Service Desk Manager and NOC Lead. Primary duties and responsibilities including but not limited to:

Proactively monitors and maintains network, infrastructure, and applications adhering to established guidelines.

Monitors and documents key performance metrics.

Troubleshoots network, infrastructure, server, or application issues, identifies root cause, establishes return to service, evaluates/develops/implements/documents mitigation strategies.

Identifies and proactively seeks opportunities to implement process improvements, maintain technical diagrams and procedures.

Provides high technical level support for problem resolution of network systems and mission critical clinical and business applications using troubleshooting techniques and if necessary, confer with vendors and/or application analysts or assign to Network Technician for a site visit.

Provides level two analysis and customer support for all support areas.

Provide customer phone support, resolve technical issues, log and escalate calls as appropriate.

Answers incoming calls in a professional, friendly and timely manner.

Closes incidents and requests in a timely manner within SLA, and follows up with all end users to ensure customer satisfaction.

Follow all processes and procedures and utilize knowledge articles to handle all of our customer's incident and requests.

Other duties as assigned.

Other information:

BASIC KNOWLEDGE:

High school diploma/GED required.

2 or more years' experience in a technical capacity supporting a network or infrastructure or application configuration.

Experience installing, maintaining, documenting and configuring complex network infrastructure.

EXPERIENCE:

Experience with Solarwinds NMS, WAN, and remote office network communication infrastructure

In-depth network troubleshooting experience, specifically: pulling captures and Wireshark analysis

Windows Server 2012/2016

Virtualization experience (Citrix, VMware)

CCNA, MCSE, ITIL, or CompTIA Network certifications

Brown University Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, ethnicity, sexual orientation, ancestry, genetics, gender identity or expression, disability, protected veteran, or marital status. Brown University Health is a VEVRAA Federal Contractor.

Location: Brown University Health Corporate Services, USA:RI:Providence

Work Type: Full Time

Shift: Shift 1

Union: Non-Union