NOC Consultant - Infrastructure

at  Wanstor

DESCRIPTION

In this role, your exceptional troubleshooting skills, strategic planning, and customer-centric approach will be instrumental in minimising resolution times, delivering projects on schedule, and forging strong relationships with senior stakeholders.
As a member of our NOC team, you’ll play a crucial role in ensuring the seamless operation of both our internal and external client’s IT infrastructures. You’ll proactively monitor for potential issues and quickly address faults before they impact service. As a NOC Consultant, you’ll step in to tackle and resolve complex issues escalated from the 1st line team, restoring services and preventing outages with your expertise and proactive mindset.

ABOUT YOU

To be successful in this role we are looking for someone who has:

• Strong experience of providing backup & Infrastructure support
• Excellent Knowledge in Hyper-V & VMware
• Experience working with Microsoft operating systems
• A keen eye for detail, and a methodical and logical approach to troubleshooting
• Exceptional customer service skills, with the ability to build rapport, actively listen, and solve problems effectively
• Excellent communication skills, ensuring clear and consistent updates are provided to all stakeholders.
• Previous experience working within a Managed Service Provider (MSP) environment, understanding the unique demands and dynamics of this setting.
• Experience with using Veeam Backup and Replication

WHAT YOU’LL DO

• Monitor Alerts and Tickets: Utilize PRTG and ServiceNow to monitor system alerts and auto-generated tickets. Ensure all alerts are addressed promptly and within established Service Level Agreements (SLAs).
• Backup Management: Oversee the regular backup of critical systems and data. Ensure the integrity and availability of backup processes, troubleshoot any backup failures, and perform data restoration as needed.
• Proactive Assessments and Project Participation: Engage in problem management, proactive assessments, and various project-based assignments to improve and maintain system performance.
• Infrastructure Monitoring: Conduct proactive monitoring of both internal and customer infrastructures, including routers, switches, firewalls, and other key systems, using company-provided monitoring tools.
• Incident Categorisation and Prioritisation: Categorise and prioritise incidents based on their operational impact and urgency, following ITIL methodology.
• Incident Response and Resolution: Respond to incidents identified by monitoring systems, perform triage, resolve issues, and escalate when necessary.
• Problem Management Support: Identify and report on recurring incidents to aid in problem management efforts.
• Escalation Support: Serve as an escalation point for Network Operations Center (NOC) Analysts on issues related to backups and infrastructure incidents.
• Vendor Coordination: Collaborate with third-party suppliers to resolve technical faults when necessary.

To be successful in this role we are looking for someone who has:

• Strong experience of providing backup & Infrastructure support
• Excellent Knowledge in Hyper-V & VMware
• Experience working with Microsoft operating systems
• A keen eye for detail, and a methodical and logical approach to troubleshooting
• Exceptional customer service skills, with the ability to build rapport, actively listen, and solve problems effectively
• Excellent communication skills, ensuring clear and consistent updates are provided to all stakeholders.
• Previous experience working within a Managed Service Provider (MSP) environment, understanding the unique demands and dynamics of this setting.
• Experience with using Veeam Backup and Replicatio