Senior Noc Engineer

Senior NOC Engineer
Location: Home-Based Canada (ET or CT)
Position Summary:
The Senior NOC Engineer is responsible for handling Level Three support for the entire Bentley infrastructure. This relates to all technology, including servers, networks and vendor-specific hardware and software.
Your Day-to-Day:
-Infrastructure Monitoring/Reporting/Escalations
-Incident Management
-Ensure problems and incidents are escalated, tracked, and accounted for at the proper priority level.
-Provides Tier II support per request from operational and departmental Teams.
-Investigate and troubleshoot issues per approved Knowledgebase Articles.
-Provide Tier II, III technical support and services for internal colleagues.
-Escalate issues to the Network Operations Center Manager as needed.
-Account provisioning/administration
-SS LOG processing
-Daily log review
-Telecom support
-Ability to work effectively with minimal supervision.
-Performs other duties as assigned.
 
Additional Duties and Responsibilities
-Maintain and update monitoring systems.
-Create and update knowledge base articles.
-Improve service, perception, and satisfaction.
-Process quick turnaround of requests by Service Level Agreements
-Demonstrate the ability to work in a team and communicate effectively.
-Escalate issues/requests that require next level support
-Enter all work as tickets into ITSM Tool.
 
What You Bring to The Team:
-Strong interpersonal skills: specifically, verbal, and written skills, telephone skills, and active listening skills.
-Self-motivation with the ability to work in a fast-paced, ever-changing environment.
-Azure AZ104 Certification
-Net+ Certification required.
-ITIL v4 Foundation Certification desired
-An understanding of operating systems, business applications, printing systems and network systems.
-A Good understanding of Network Topologies and protocols; TCIP/IP, HTTP, SNMP
-Network Administration experience, including user account, group & permissions management (Azure Administration experience also preferable)
-The ability to multi-task and adapt quickly to change.
-A sound technical awareness and knowledge to appropriately match resources to technical issues.
-An understanding of support tools, techniques, and how technology is used to provide IT services.
-Monitoring and event Management experience
-Monitoring Tool Experience (Solarwinds, Grafana, Azure etc), preferably with custom alerting/scripting experience
-Database Monitoring experience
-Perform Troubleshooting and incident response on systems.
-Manage Critical Incident Investigations
-5+ years of related IT experience.
-A Bachelor's degree or equivalent experience desired.
 
What We Offer:
-A great Team and culture – please see our Recruitment Video.
-An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction.
-Competitive Salary and benefits.
-The opportunity to work within a global and diversely international team.
-A supportive and collaborative environment.
-Colleague Recognition Awards.
 
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