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Job Summary
JOB DESCRIPTION
This role is to serve as primary initial responder within the Network Operations Center in identifying and resolving network problems in afterhours support. This individual will be responsible for triaging a variety of IT solutions requests, incidents and events within the established SLAs. This role is working Weekdays Mon-Thurs 3 rd Shift – 12am-10am CST.
Job Duties
• Serves as primary decision maker for fault handling and escalations (identifying and responding to faults on Managed devices) following defined Incident Handling procedures
• Manages Network Monitoring System (NMS) for faults and alerts, as well as design enhancement/refinement of NMS to provide more insight into production
• Triages and alerts on client production systems within defined SLAs
• Manages and performs updates on Windows Endpoint/Server Infrastructure and network equipment firmware (Firewalls, switches, routers)
• Utilizes ticketing and monitoring system and follow proper documentation and escalation processes
• Stays informed of advancements in network infrastructure and technologies
• Assists with Service Desk end-user support during overflow periods
• Leverages remote support tools to resolve support requests
• Communicates with clients in a highly professional and timely manner
• Reviews KPI Metrics via dashboards, audit incident details and provide analysis, guidance and recommendations to team members
• Monitors and investigates the root cause of SLA breaches or procedural breakdowns
• Promotes proper Incident and Change Management
• Serves as an escalation point for Network Monitoring System (NMS) for faults and alerts, as well as design enhancement/refinement of NMS to provide more insight into production
Supervisory Responsibilities
• N/A
Education
Qualifications, Knowledge, Skills and Abilities:
• High School diploma or GED, required
• Bachelor’s degree with a focus in Information Technology or Computer Science, preferred
Experience
• Three (3) or more years of experience supporting the Microsoft operating system suite of products, to include cloud and web/networked computing environments (Azure, Windows Server and Desktop, Office 365, MS Exchange, Active Directory, etc.), required
• Hands-on experience with remote administration, maintenance, triage and deployment of Active Directory/ EntraID, Remote Desktop Services, Windows Server, Microsoft Exchange Server, Office 365, network switches, routers, firewalls and storage technologies, required
• One (1) or more years of experience leading small teams within the network operations center, service desk or help desk environment, required
• Experience working with network protocols, configurations, and operations, required
• Experience supporting system administration, NOC and Server support, required
• Ability to triage problems, design and identify solutions and appropriately escalate issues in fast-paced environment required
• Experience with Infrastructure backups such as VEEAM, Data Protection Manager (DPM), etc., preferred
• Experience with cloud technologies such as Azure, Azure Backups, AWS or similar cloud experience, preferred
• Experience with help desk ticketing systems and service desk management tools, preferred
Software
• One or more of the following, required:
• Microsoft Operating Systems suite of products such as: Office 365, Active Directory, Azure, Exchange, Windows Server
• Remote Management or Monitoring/Observability Solution Software. Ex. N-Central, Auvik, PRTG, Nagios, NetFlow
• FortiOS or other Firewall Software Experience
• Complimentary experience with Microsoft Windows systems and other network adjacent systems (VoIP, SAN, Hypervisors, etc.), preferred
Other Knowledge, Skills & Abilities
• Must be willing to support weekend and after hours NOC and Service Desk
• Ability to be the primary decision maker, identify solutions and appropriately escalate issues in fast-paced environment
• Excellent communication skills, professionalism, positive attitude and desire to learn
• Motivates team members and maintains a positive attitude/approach
• Ability to react quickly, decisively, and deliberately in high-stress, high-impact situations
• Excellent interpersonal and customer relationship skills
• Capacity to work in a deadline-driven environment while handling multiple projects/tasks simultaneously with a focus on details
• Capable of successfully multi-tasking while working independently or within a team environment
• Capable of working well under pressure while dealing with unexpected problems in a professional manner
• Ability to communicate technical issues with non-technical people
• Good work habits, a strong work ethic, and be able to adhere to company work hours, policies, and standard business etiquette
Keywords: Office 365, Azure, SAS, SAN, LAS, NOC, Second, Associate Engineer, Network Operations, Engineer, Tier 2, Tier Two, Level two, Active Directory, AD, Exchange, Outlook, Excel, Microsoft Office, Remote Support, Escalation, Network, Systems Administration, Systems Admin, Service Desk, Help Desk
Individual salaries that are offered to a candidate are determined after consideration of numerous factors including but not limited to the candidate’s qualifications, experience, skills, and geography.
About Us
Join us at BDO, where you will find more than a career, you’ll find a place where your work is impactful, and you are valued for your individuality. We offer flexibility and opportunities for advancement. Our culture is centered around making meaningful connections, approaching interactions with curiosity, and being true to yourself, all while making a positive difference in the world.
At BDO, our purpose of helping people thrive every day is at the heart of everything we do. Together, we are focused on delivering exceptional and sustainable outcomes and value for our people, our clients, and our communities. BDO is proud to be an ESOP company, reflecting a culture that puts people first, by sharing financially in our growth in value with our U.S. team. BDO professionals provide assurance, tax and advisory services for a diverse range of clients across the U.S. and in over 160 countries through our global organization.
BDO is the first large accounting and advisory organization to implement an Employee Stock Ownership Plan (ESOP). A qualified retirement plan, the ESOP offers participants a stake in the firm’s success through beneficial ownership and a unique opportunity to enhance their financial well-being. The ESOP stands as a compelling addition to our comprehensive compensation and Total Rewards benefits* offerings. The annual allocation to the ESOP is fully funded by BDO through investments in company stock and grants employees the chance to grow their wealth over time as their shares vest and grow in value with the firm’s success, with no employee contributions.
We Are Committed To Delivering Exceptional Experiences To Middle Market Leaders By Sharing Insight-driven Perspectives, Helping Companies Take Business As Usual To Better Than Usual. With Industry Knowledge And Experience, a Breadth And Depth Of Resources, And Unwavering Commitment To Quality, We Pride Ourselves On
• Welcoming diverse perspectives and understanding the experience of our professionals and clients
• Empowering team members to explore their full potential
• Our talented team who brings varying skills, knowledge and experience to proactively help our clients navigate an expanding array of complex challenges and opportunities
• Celebrating ingenuity and innovation to transform our business and help our clients transform theirs
• Focus on resilience and sustainability to positively impact our people, clients, and communities
• BDO Total Rewards that encompass so much more than traditional “benefits.” Click here to find out more!
• Benefits may be subject to eligibility requirements.
Equal Opportunity Employer, including disability/vets
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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.
“BDO USA, P.A. is an EO employer M/F/Veteran/Disability”
