NOC Senior Administrator (Citrix)

The Network Operations Center (NOC) Senior Administrator is a valued member of the Coretek team responsible for providing Level 2 support for client environments. This role is responsible for the monitoring and triage of devices within our event management tools and Level 2 triage and resolution of internal and external infrastructure issues.

This role involves ensuring the efficient operation of IT services, resolving escalated incidents, and improving NOC processes. The candidate will be responsible for providing exceptional customer service to internal Coretek employees and external clients.

Requirements

Responsibilities

• Continuously monitor infrastructure, application or software events generated by the event management system
• Respond to alert incidents in a timely fashion to minimize downtime
• Provides technical leadership for a variety of infrastructure platform issues including, but not limited to :
• Network – data and voice
• Server – Windows / Unix / Linux
• Backup
• Cloud
• Azure-O365
• Virtualization
• Monthly server – workstation patching
• Escalate and collaborate with Coretek engineers / architects and vendors to resolve complex technical issues
• Track the progress of client incidents and requests during the entire lifecycle to ensure the issues are closed within the agreed Operation Level Agreement
• Communicate, internally and externally, the status of the tickets directly with clients
• Provide daily support for event management system requests, such as but not limited to : decommission of devices, provide access to dashboard and scheduling downtime of systems
• Contribute and maintain the Knowledge Base articles key to daily troubleshooting and triage of client environments
• Assist engineers with change records as needed in the off hours
• Assist with cross training of new NOC team members as needed

Requirements