Western Alliance Bank

  • NOC Technician

    Req No.
    2018-4316
    Affiliate
    Western Alliance Bank
    Category
    Technology
    Type
    Regular Full Time
    City
    Phoenix
  • Overview

    The NOC Technician will provide front line communications, monitoring, support, diagnosis, resolution and coordination with specialized support groups, utilizing multiple various network monitoring tools to ensure the viability of the enterprise network, while responding to a variety of hardware and software issues.

    shift is 5 a.m. to 2 p.m.(flexible)

    Responsibilities

    The primary responsibility of the NOC Technician is to proactively monitor and escalate application, system, and network incidents to ensure maximum availability and performance. The NOC Tech will perform these tasks using various network management tools, internal ticketing systems, and monitoring consoles. The NOC Tech additionally serves as a coordination point for communications between internal and external customers, as well as other operations teams during events which affect various sites, assisting with root cause analysis of incidents and raising escalation to Engineering and Operations teams as necessary.

     

    The ideal candidate must have strong communication skills and an eye to automate routine tasks and spot long-term trends in an enterprise environment, along with:

     

    • Handle escalation calls from Vendors, Call Centers, Dispatch, and Field personnel as needed

    • Perform daily routines and tasks as required

    • Escalate issues as needed to Operations or Engineering teams per procedures

    • Accurately document all issue details in appropriate ticket or notification tools

    • Assist in communication and notification of major events to internal teams

    • Assist with modification and creation of standard operating procedures

    • Ensure appropriate communication occurs between shifts

    Qualifications

     

    • High school diploma or general education degree (GED); Bachelor’s degree, or equivalent education from a technical or trade school strongly preferred. 
    • Understanding of the Financial industry and banking transactions, file transmissions and receipt acknowledgements 
    • Four (4) years of computer and peripheral equipment experience to include technical troubleshooting is preferred.  
    • Work related experience should consist of a technical background in LAN/WAN information resources, products or services.  
    • Educational experience, through in-house training sessions, formal school or technical industry related curriculum, should be business or financial industry related 
    • Skills in personal computer operation; and word processing and spreadsheet software, (i.e., Microsoft Word, Excel, Outlook, etc.) 
    • Excellent phone etiquette and face-to-face interpersonal skills
    • Demonstrated skill in trouble-shooting software/hardware related issues. 
    • Effective oral, written and interpersonal communication skills and strong diagnostic skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write correspondence, and speak clearly to customers and employees 
    • Self-starter, capable of working with minimal supervision in a self-directed mode.
    • General working knowledge of Microsoft Windows OS, Cisco Routers, TI circuits, TCP/IP, DNS.
    •  Experience with Internet Connectivity
    • Ability to deal with difficult technical problems involving multiple facets, variables or situations where only limited standardization exists 
    • Ability to rely on limited information and use judgment to plan and accomplish goals. Performs a variety of tasks. Leads and coordinates the work of others. A wide degree of creativity and latitude is expected
    • Strong client support orientation.

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