• EOC Engineer I

    Location : Name Saint John
  • Overview

    The 411

    We think globally, act locally. As a Managed Services Provider Synoptek provides world-class strategic IT leadership and hyper-efficient IT operational support, enabling our global client-base to grow and transform their businesses. We are excited to have experienced continuous growth and in keeping with that momentum are seeking to add an EOC Engineer I to our talented team. Synoptek is a company with a heart and soul dedicated to the ongoing success and growth of our employees and continued business success of the customers we support. Want to see what we’re made of? Head to Synoptek.com.

    Responsibilities

    A Day in the Life

    The Enterprise Operations Center (EOC) Engineer is part of the larger Synoptek Managed Services Operations Front Line Support Team.  The EOC is responsible for 24x7x365 monitoring and issue remediation of customer network, server, back-up, IDS and other environments. The EOC is also responsible for monitoring the Synoptek core network and shared (i.e. hosted services) infrastructure, as well as some defined maintenance tasks

     

    Every Engineer working in the EOC is held to measurable metrics defined by their manager to include: Ticket Resolution, LogicMonitor Alert Acknowledgement, Time Tracking Utilization, Customer Satisfaction, Training/Certifications

    Qualifications

    The Basics

    • Total Years of Technical Experience: 1+
    • Position Specific Experience: 0+
    • Mentorship/Leads by Example Experience: 0+
    • Project/ Client Engagement/ Customer Facing Experience: 2

     

    Techie Aptitude

    • At least a basic ability to troubleshoot network issues – TCP/IP, SNMP, PING  
    • Basic understanding of server systems (Windows server OS, Terminal services, CITRIX, LINUX, DNS, DHCP)
    • Basic internetworking skills – MPLS, Wireless, LAN, WAN
    • Vendor escalation management
    • Proactive monitoring utilizing at least 1 system management tool (LogicMonitor, Orion/SolarWinds, HP OpenView, or Kaseya)
    • Basic ticketing system knowledge a plus
    • Strong customer service background and ability to work in a team environment

     

    Human Aptitude

    • Verbal Communication: Intermediate
    • Written Communication: Intermediate
    • Customer Service: Intermediate
    • Presentation Communication: Basic
    • Analytical/Problem Solving: Basic
    • Mentoring: Basic
    • Influence/Persuasion/Forward Thinking: Basic
    • Executive Level Presence: N/A

     

    Education, Certifications & More 

    • Bachelor's degree or equivalent experience
    • Candidate must have one of the following or be willing to obtail within 6 months of employment: Network+, Security+, A+, CCENT
    • Physically able to lift and carry object up from 0 to 50 pounds

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