Job Summary
The IT Network Operations Center (NOC) is responsible for monitoring and supporting the technical systems and infrastructure that power all companies under the Clark umbrella, including WebstaurantStore, a leading global ecommerce platform serving foodservice professionals worldwide. The NOC serves as the front line of IT Operations, proactively identifying issues, responding to incidents, and partnering with specialized teams to ensure the reliability, security, and performance of the company's technical resources.
As a NOC Technician, you will monitor network, server, application, and security platforms, respond to alerts and outages, troubleshoot technical issues, and coordinate resolution efforts while acting as the central point of communication between support teams and impacted business users.
We are seeking driven IT professionals who are looking to gain insight into and experience with the full scope of IT systems that make up an enterprise-level company. The ideal candidate is eager to learn, embraces new challenges, and is committed to continuous improvement. We are looking for individuals who are excited to grow their technical skills while also helping improve the tools, processes, documentation, and operational practices that support the team. Successful candidates are proactive problem solvers who enjoy learning, sharing knowledge, and contributing to a culture of innovation and continuous improvement.
Remote Work Qualifications
- Access to a reliable and secure high-speed internet connection. Cable or fiber internet connections (at least 75mbps download/10mbps upload) are preferred, as satellite connections often cannot support the technologies used to perform day-to-day tasks.
- Access to a home router and modem.
- A dedicated home office space that is noise- and distraction-free. The space should have strong wireless connection or a wired Ethernet connection (wired connection is preferred, if possible).
- A valid, physical address (apartment, suite, etc.). PO Boxes are not supported, as a physical address is required for you to receive your computer equipment.
- The desire and ability to work and communicate with other team members via chat, webcam, etc.
- Legal residents of one of the following states: (AK, AL, AR, AZ, CT, DE, FL, GA, IA, ID, IN, KS, KY, LA, MD, ME, MI, MN, MO, MS, MT, NC, ND, NE, NH, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, VT, WI, WV, and WY).
We only accept W-2 candidates, H-1B sponsorship is not available.
Responsibilities
- Actively monitor a wide variety of dashboards, alerts, and software to identify issues as they arise.
- Identify and document trends to proactively prevent problems before they occur.
- Maintain reporting of network data; such as bandwidth usage, hardware utilization and uptime.
- Work closely with other IT teams (Developers, Systems Administrators, Database, etc.) to establish troubleshooting protocols and solve problems.
- Actively monitor IT Security Dashboards and respond to IT Security events such as Phishing Attacks.
- Act as the first point of contact and resolution for all client network issues.
- Quickly respond to, and properly escalate downtime events with the proper level of urgency.
- Bridge Communication between IT teams and end users while facilitating issue resolution.
Physical Requirements
- Work is performed while sitting/standing and interfacing with a personal computer.
- Requires the ability to communicate effectively using speech, vision, and hearing.
- Requires the regular use of hands for simple grasping and fine manipulations.
- Requires occasional bending, squatting, crawling, climbing, and reaching.
- Requires the ability to occasionally lift, carry, push, or pull medium weights, up to 50lbs.
Qualifications
Experience
- Prior experience is welcome but not required.
Education
This role does not require a degree. We value relevant skills and experience and alignment with our core values above all else.
Desired Traits & Skills
Soft Skills:
- Sense of urgency and ability to work in a fast-paced environment.
- Strong verbal and written communication skills.
- Strong customer service skills.
- Drive and initiative, the desire to constantly improve upon skillset and knowledge base.
- Ability to work well in a collaborative team environment.
- Ability to multi-task and address tasks and issues in order of priority.
- Ability to self-manage and self-motivate while working from home or in the office.
Technical Skills (Required):
- Understanding of Active Directory, Windows OS, Office 365, Mac OS, DNS, DHCP, LAN / WAN.
- Strong knowledge of network infrastructure and how different network components function as parts of a whole.
- Knowledge of the OSI Model and how it relates to the troubleshooting process.
- Experience with Open-Source technologies.
- Experience with ticketing systems.
- Real-word technology support experience - intern/externships are acceptable.
Technical Skills (Preferred):
- Familiarity with Linux OS.
- Basic understanding of SQL; fundamental database concepts, querying, stored procedures, ect.
- Experience with scripting languages such as Python, Bash, PowerShell, etc.
- Experience with Network and APM monitoring tools (Zabbix, Grafana/Prometheus, New Relic, etc.)