NOC Surveillance Analyst
About The Position
RingCentral is seeking a NOC Surveillance Analyst to join their Network Operations Center during the 2nd shift. This role involves monitoring production networks to detect and investigate system issues and alarms, resolving them or escalating as needed. The analyst will provide support for complex VOIP/Voice, data, or system issues, maintain ticketing systems with accurate information, implement disaster recovery procedures, and triage issues with business partners, vendors, and customers. The role also requires prompt response to communications and the ability to act independently.
Requirements
- 2 years’ work experience
- College degree or equivalent experience
- Familiarity with Windows and Linux based systems
- Familiarity with VOIP and SIP protocols
- Familiarity with basic Networking Principles: TCP/IP, HTTP/S
- Familiarity with JIRA and Confluence
- Familiarity with change management best practices
- Analytical thinking
- Disciplined
- Clear communication skills
- Quick learner
- Stress Resistance
Nice To Haves
- Experience using an Event Management System: HP Open View, Zabbix, Solar Winds, BMC
- Some scripting and regex knowledge
- Telecommunications industry experience
- Experience in customer-facing roles
Responsibilities
- Monitor production networks to detect system issues and/or alarms.
- Investigate alarms and issues accordingly based on RingCentral’s Standard Operating Procedures.
- Swiftly resolve issues or escalate issues to the appropriate owning department for further attention.
- Provides analysis and support in escalation tickets for complex VOIP/Voice, data, or system issues.
- Promptly enters new data and updates into multiple ticketing systems; ensuring accurate and up-to-date information including steps taken to troubleshoot or resolve issues.
- Implement disaster recovery procedures to prevent or limit system downtime.
- Professionally triage with business partners, vendors, and customers to resolve issues swiftly.
- Promptly responds to incoming communications (phone, email, instant messaging, etc…) and directs reports and information requests appropriately.
- Ability to act independently with little to no supervision.
Benefits
- Comprehensive medical, dental, vision, disability, life insurance
- Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits
- Voluntary supplemental health coverage and life insurance
- 401K match and ESPP
- Paid time off and paid sick leave
- Paid parental and pregnancy leave
- Family-forming benefits (IVF, Preservation, Adoption etc.)
- Emergency backup care (Child/Adult/Pets)
- Employee Assistance Program (EAP) with counseling sessions available 24/7
- Free legal services that provide legal advice, document creation and estate planning
- Employee bonus referral program
- Student loan refinancing assistance
- Employee 1:1 coaching, perks and discounts program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
