NOC Engineer

Summary

This position is primary responsible for providing monitoring, first contact resolution, and operational support, and advanced troubleshooting for our hosted services, cloud services, and managed IT services to maintain and the overall health of services. The engineer will interact directly with end customers, both internal and external to MTS. This shift is a night shift, 11pm-8am Tues-Sat.

Essential Duties and Responsibilities (include the following. Other duties may be assigned.)

• Participate in 24x7x365 shift coverage; this role is Night Shift including Friday and Saturday.
• Incident management and outage recovery.
• Configuring, troubleshooting, upgrading cluster expansion in an Always On environment.
• Coordinate directly with internal customers and service managers on design, lifecycle, and expansion of cloud-based service offerings.
• Creates testing environment with detailed test plans and test cases based on software requirements.
• Develop capacity plans, forecast capacity growth, and build changes needed to scale infrastructure to meet business demand while balancing cost with performance.
• Leverage automation framework to improve processes, automate deployment, and improve manageability of environment.
• Review entire environment and execute initiatives to reduce failures, defects and improving overall performance.
• Advanced troubleshooting and monitoring of service systems to ensure adequate SLA, capacity, and expansion requirements.
• Test and Acceptance of new hardware and services into the operational environment.
• Create and run ad-hoc reports on system performance.
• Enters diagnostic commands into computer to determine nature of problem and reads codes on screen to diagnose problem.
• Use monitoring tools to identify, research, and investigate potential issues.
• Self-motivated and willingness to solve complex problems.
• Excellent written and verbal communication/listening skills.
• Manage all server/desktops to keep them up to date with Microsoft and third-party patches virus definitions, and malware, using RMM software.
• Adhere to and follow standard operating procedures (SOPs), Guides, Templates, and Policies used to support and manage MTS Operations daily activities.
• Work with a range of Windows applications and operating systems in a networked environment, both hands-on and remotely
• Provide specific line of business application support such as NextGen EPM and/or EHR.
• Complies with all IT Policies, Procedures and Security Standards. Including but not limited to Role Based Access and segregation of duties.
• Ability to handle sensitive information including Protected Health Information (ePHI)
• Comply with HIPAA and other Cybersecurity Frameworks.
• Additional duties as assigned by the NOC Manager.

Supervisory Responsibilities

This job has no supervisor responsibilities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Familiarity with Core internet services (DNS, FTP, SMTP, TCP/UDP, Database technologies, CDN, Hypervisor, Storage, VPN, Storage and Application servers)
• Familiar with virtualization, networks, backups and storage solutions.
• Familiarity with Powershell, Python or other scripting languages.
• Familiar with Windows and Linux operating systems.
• Familiarity with network monitoring tools (n-central preferred).
• Familiarity remediating technical issues with various vendors such as Microsoft.
• Experience with CRM Ticketing Systems.
• Excellent oral and written communication skills; including documentation.
• Demonstrated ability to use problem solving techniques such as root cause analysis to resolve issues.
• Ability to follow and adhere to policies, procedures and standards relating to Systems management and security.
• Install, move, add, change, and decommission computer systems upon request.
• Require limited supervision and direction; drive results and set priorities independently.
• Prior experience working with medical applications such as Allscripts, Epic, GE Centricity, or NextGen is a plus.
• Ability to handle sensitive information including Protected Health Information (ePHI).
• Comply with HIPAA and Cybersecurity Frameworks.

Education and/or Experience

Associates Degree in Information Technology related field or equivalent work experience.

5 years prior experience.

MCSA or equivalent.

Language Skills

English

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

Terminal Services, Routers or Firewalls Active Directory, Windows, MAC OS, Wireless Access Points and WLAN Controllers, VPN.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk; climb or balance; stoop, kneel, crouch, or crawl and taste or smell.

The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.