Position Overview: DataBridge Sites is looking for a Tier 2 NOC Technician with excellent troubleshooting skills to join an established Operations and Support team supporting our Colocation and Managed Cloud products. Our mission is to provide 24x7x365 operational and administrative support to our customers and to manage all incoming and outgoing support requests related to the network and business infrastructure while working with internal and external customers and teams to drive and coordinate issues to resolution within defined SLAs. We aim to provide support by utilizing shift based work to facilitate continuous coverage at our Silver Spring, MD location. Responsibilities

• Monitor systems, applications, and network-wide performance at both a high level and detail level
• Investigate, troubleshoot, and triage production and non-production software, applications, services and network issues
• Conduct Incident Management procedures and provide reports
• Comply with documentation and authorization requirements for configuration changes on validated systems
• Facilitate the exchange of information between Sales, Engineering, NOC, and Compliance teams
• Follow and further develop NOC policies and procedures
• Check and verify work completed by Tier 1 personnel for accuracy and timeliness
• Write how-to and other system specific documentation
• Delegate tickets to Tier 1 as appropriate
• Mentor NOC apprentices and Tier 1 staff
• On-call duties during your shift of responsibility
• Help plan shift priorities with NOC management during daily stand-ups.

Requirements

• 3+ years of experience as a system administrator, cloud operator, network ops technician, or similar
• Experience identifying and troubleshooting layer 1 equipment
• Understanding of networking and experience troubleshooting network issues
• Use and understanding of scripts to perform start/stop and new deployments of software on Windows and/or Linux systems
• Experience using cloud systems and deploying instances in a cloud environment, especially experience using Virtuozzo and VMware vSphere
• Experience with ticketing systems in a multi team and multi division environment
• Experience interacting with customers on the phone, in person, or through tickets
• Excellent computer systems troubleshooting skills
• Excellent communication skills, both verbal and written
• Ability to be self-managing and self-starting, working independently on multiple tasks
• Ability to work on-site shifts in Silver Spring, MD.
• Ability to work alternate shifts as necessary to help cover vacations, illness, etc.
• Need to be able to pass standard background investigation

Desired/Optional skills while these are not required, having some/all of them will be a plus