NOC Technician

Looking for a new career opportunity? Yearning to work at a business where your work will be impactful! Then consider joining our dynamic and mission-driven team at Blackhawk Data, an innovative women-owned technology integrator based in NYC and New Jersey. BlackHawk Data provides solutions for Networking, Cloud, Collaboration, Data Center, Security, -As-A-Service, and Product Fulfillment. Our growing business supports Managed Services for Network Infrastructure, Collaboration, Security, and Desktop solutions, and offers Assessments, Enhanced Maintenance Services, Strategic Planning, and Design & Integration to meet the business needs of our customers.

BlackHawk Data is seeking self-motivated and high-potential IT professionals to help us provide innovative and impactful solutions for our diverse range of clients in industries like Commercial, Healthcare, Financial, Education, and Public-sector. As an employee of our forward-thinking company, you will have access to competitive compensation and benefits packages, as well as opportunities for career growth and development.

We are proud to be recognized for our innovative approach and commitment to quality. As a recipient of multiple industry awards, including “CRN 2024 "Solution Provider 500", "Fast Growth 150", "Women of the Channel - Power 70", and City & State's "Above & Beyond: Innovators Award Winner", you can trust us to deliver exceptional results. Check us out at BlackHawk11.com. You can also Connect with us on LinkedIn, Facebook, Twitter, YouTube, and Instagram to learn more.

Position Overview


We are seeking a self-motivated and high-potential NOC Engineer to join our innovative and dynamic team. As a NOC Engineer, you will have the opportunity to provide exceptional service to our diverse range of clients in industries like Commercial, Healthcare, Financial, Education, and Public-sector.

Location - Hybrid or remote 
House - Must be available all shifts. 

Daily responsibilities:

• Manage all incoming customer tickets, ensuring timely responses and resolution within SLAs (Service Level Agreements). This includes opening, tracking, and closing service tickets, as well as answering incoming calls and monitoring various e-mail accounts.
• Conduct daily preventative maintenance checks and services on managed devices within client infrastructure.
• Collaborate with field personnel to validate repairs and system testing, identifying recurring performance issues.
• Network Troubleshooting: Diagnose and resolve network issues, including connectivity problems, packet loss, latency, and performance degradation.
• Generate performance reports on managed service devices and collaborate closely with NOC & Field Engineering teams for issue resolution.
• Communicate directly with customers regarding issues, outages, and maintenance activities, while maintaining detailed notes within ticketing systems on all resolution activities.
• Maintain customer technical information in accordance with defined documentation standards.
• Develop and maintain installation and configuration procedures with Runbooks, while obtaining and maintaining necessary technical/professional certifications.
• Perform OS patching and vulnerability sweeps on Customer environments.
• Provide flexible shift scheduling based on operational needs and offer emergency on-call support on a rotating schedule.
• Perform any other duties as assigned.

System responsibilities:

• Manage and monitor IT infrastructures including Microsoft Active Directory, Exchange, DNS, DHCP, PowerShell scripts, Azure services, AWS services, VMware technologies, and server infrastructures.
• Manage server infrastructures including Dell VXRail, Cisco UCS, standalone servers, and hyper-converged solutions.
• Manage and maintain monitoring and alerting system like Zabbix to ensure system integrity and performance.
• Troubleshooting desktop and Windows OS issues.
• Assess and identify appropriate solutions for system integration, providing recommendations for implementation and troubleshooting.
• Manage customer’s overall Fortinet environment, including making firewall policy changes as well as updating firmware.
• Manage customer’s overall Cisco environment, including making configuration changes as well as updating Cisco OS.

Requirements:

• Minimum 5+ years of technical support experience with event/alert management, incident, and change management processes.
• Minimum 3 days on site at East Hanover, NJ office.
• Demonstrated expertise in networking, routers, switches, firewalls, wireless devices, and security protocols.
• Proficiency in network protocols and technologies, including TCP/IP, DNS, DHCP, VLANs, VPNs, and routing protocols (EIGRP, OSPF, BGP).
• Strong understanding of Route/Switch and Wireless technologies.
• Demonstrate a good understanding with Voice/VOIP technologies, including but not limited to IP Phones, Voice gateways, and old land lines.
• Previous experience in Help Desk or NOC roles is required, with Cisco Certification considered advantageous.
• Exceptional interpersonal skills, strong work ethic, communication skills, and customer service abilities.
• Proactive approach to problem-solving and troubleshooting techniques.
• 5+ years of experience in systems engineering or related IT roles, with desktop support experience aligned with stated technologies.
• In-depth knowledge of Microsoft ecosystems, cloud services (Azure & AWS), VMware technologies, and various server technologies.
• Strong understanding of Fortinet product suite, including FortiGate’s, FortiManager and FortiSwitches.
• Strong understanding of Cisco product suite include catalyst, nexus, and wan routers.
• Have the ability to be part of an on-call rotation covering 24/7 support model.

Desired:

• An active Fortinet certification such as FCP or FCSS
• An active Cisco CCNA, CCNP certification
• Any course certifications/accreditation
• Any equivalent certification (Palo, Arista, F5 etc.)

We offer a competitive salary determined by location and experience, as well as a comprehensive benefits package including health, dental, and vision insurance, 401(k) plan, flexible schedule, and paid time off. This is a full-time position with a requiring availability in the day, afternoon, evening, and weekend availability. On-site and hybrid options are available within the NYC.