Svitla Systems is a multinational software company headquartered in Silicon Valley, with business and development offices throughout the US, Mexico, and Europe. Svitla is an outspoken advocate of workplace flexibility, an individual approach to our teammates’ professional and personal growth, and a family-like environment. Since 2003 we have served a wide range of customers, from innovative start-ups in California to large corporations like Ingenico, AstraZeneca, and Ancestry. At Svitla, developers work with clients directly, building lasting and successful partnerships. Our global mission is to build a business that contributes to the well-being of other communities and makes a lasting difference in the world. Join us!
Svitla Systems Inc. is looking for NOC Specialist for a full-time position (40 hours per week) in Ukraine. Our client is the leading provider of Managed IT Services to small and midsize organizations. They helps their customers leverage the power of information technology to achieve their goals by becoming their trusted IT ally. Since 1999, they have made IT management easy and secure for hundreds of corporations, healthcare organizations, non-profits and public sector agencies. Customer provides complete IT outsourcing to business leaders, and augmentation services to IT teams. Client is recognized for its outstanding customer service, technical depth, and operational excellence.
— Key Competencies (Include hard and soft skills, add additional lines as needed);
— Good verbal and written communication skills with ability to effectively communicate complex technical information to customers, team members, and company employees across organization;
— Consistent application of business etiquette in all communication, including face-to-face, email, and phone interactions with customer end users, sales and technical resources, internal stakeholders, and
— Effective management of tasks and follow through on issues impacting task completion, including appropriate escalation of unresolved issues and persistence to ensure resolution and customer satisfaction;
— Diagnostic and networking support—including network security—with ability to identify, address, troubleshoot, and resolve issues through stack;
— Process-oriented with troubleshooting mindset. Comfortable with defined sequential process to affect resolution;
— Ability to multitask and move from task to task quickly;
— Familiarity with and ability to gain functional proficiency in OpLogic, including ability to utilize audit and exception components.
— Manage status of open tickets and compete technical and operational tasks to efficiently and correctly resolve issues and close tickets. Adhere to company values and follow best practices and operational procedures;
— Deploying antivirus, deploying SIEM, Performing OWASP assessments, performing Pen Testing;
— Account for time by function and by customer in ConnectWise, with high level of accuracy;
— Complete customer facing notes;
— Complete internal notes, expanding on all work done for customer to ensure continuity of service;
— Сomplete other ticket classifications in adherence with the ITIL system of Service Delivery;
Utilize client’s suite of tools to support and maintain client networks (Kaseya, Auvik, OpenDNS, StorageCraft, ESET); demonstrate functional competency in all networks, learn new technologies as may be added, and work toward specialization in one or more areas;
— Troubleshoot and validate database backups are conducted and running in accordance with established best practices;
— Utilize automated monitoring system to identify, troubleshoot, and resolve common problems, including failed backups, failed patch installs, common anti-virus stops, and drive storage;
— Conduct automated and manual installs;
— Contribute to customer confidence through continuous disk space management: ensure files are safe with available storage;
— Monitor anti-virus software for operational accuracy by cross-referencing with management software;
— Provide baseline networking support to Managed Services Engineers (MSEs), working collaboratively to identify issues and drive resolution;
— Respond to patch management and other requests from internal stakeholders in Managed Services who work directly with customers;
— Identify and escalate complex issues to supervisor for resolution and, at direction of supervisor, work directly with vendor on unresolved issues;
— Interact and collaborate with client end users and client-designated technical points of contact;
— Participate in customer onboardings. Attend kick-off meetings to determine customer’s purchased services and roll-out process. Coordinate with customer in rolling out services;
— Understand Logically offerings and products in relation to its tools in order to implement and maintain proper monitoring coverage for signed agreements;
— Work on the backend with MSEs to monitor and maintain client environment which may be on premise or hosted;
— Participate in on-call rotation after one year of employment which includes requirement to respond to place of business within one hour of call.
— The Network Operations Center (NOC) Specialist serves in an important role in the management of recurring services contracted customers pay for monthly;
— NOC Specialist serve as a reliable and trusted resources for the deployment, maintenance, monitoring, and reviewing of system backups, anti-virus protection, patch management, and various other client’s system monitoring and maintenance tools;
— The NOC Specialist works with internal stakeholders to onboard new clients by working directly with the Service Deliver Coordinator and customer to deploy contracted services and ensure services meet customer’s Service Delivery Agreement;
— Working to efficiently close tickets with high level of accuracy, the NOC Specialist performs a wide range of technical computing and information systems support, including installations, repairs, and preventative maintenance on desktops, laptops, servers, networking devices, and related software. The NOC specialist diagnoses mechanical, hardware, software, and system failures using established procedures.
— The NOC Specialist will document processes, procedures, and system baselines and may work directly with Managed Services and Professional Services staff to support and facilitate project implementation and one-time projects. This support may include troubleshooting assistance for the Managed Services and Application Support team members using client’s reporting and other tools;
— The NOC Specialist assists in creating and improving monitoring and maintenance processes using best practices scripting and automation to gain efficiencies, leverage performance gains, and streamline operations. To ensure continuity of service to all customers, the NOC Specialist will document processes, procedures, and system baselines.
— Competitive compensation plan that takes skills and experience into consideration.
— Annual performance appraisals.
— Possibility to choose your workspace either remote or combination of your home and one of our development offices.
— Flexible working hours and adjustable work/life balance. Projects that use advanced, cutting-edge technologies.
— Vacation time, sick-leaves, national holidays, family supplementary days off.
— Comprehensive medical insurance including dental services, massages, and sports activities.
— Support for a healthy lifestyle, compensation of running events.
— Maternity leave policy.
— A personal loan budget is available for long-term personnel.
— Partial compensation of conferences, courses, and English classes.
— Free meetups, webinars, and conferences organized by Svitla.
— Birthday presents for personnel and New Year gifts for children.
— Fun summer and winter corporate parties and memorable anniversary presents.