Administration

• Continuously monitor infrastructure, application or software events generated by the event management system
• Respond to alert incidents in a timely fashion to minimize downtime
• Provide Level 2 triage and resolution of internal and external infrastructure issues
• Provide technical leadership across infrastructure platforms including network (data and voice), servers (Windows/Unix/Linux), backup, cloud, Azure-O365, virtualization and patching
• Escalate and collaborate with Coretek engineers/architects and vendors to resolve complex technical issues
• Track progress of client incidents and requests through their lifecycle to meet Operation Level Agreements
• Communicate ticket status internally and directly with clients
• Provide daily support for event management system requests (decommission devices, provide dashboard access, schedule downtime)
• Contribute and maintain Knowledge Base articles for troubleshooting and triage
• Assist engineers with change records during off hours and cross-train new NOC team members as needed
• Ensure efficient operation of IT services, resolve escalated incidents, and improve NOC processes
• Provide exceptional customer service to internal Coretek employees and external clients
• May require shift work including nights, weekends or holidays

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