Network Operations Engineer

Overview:

What We Do

We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That’s what we do. We’re the IT Department’s IT Department.

Who We Are

Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It’s what makes Connection unique—what drives us to innovate and create technology solutions that stand apart from the crowd. We’d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.

Why You Should Join Us

You’ll find supportive teammates and a rewarding career at Connection—plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family.  Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive.  We value the importance of our employees’ emotional wellbeing. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You’ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days. 

• Maintains and expands customer relationships through:
• Understanding of how to deliver quality service while adhering to service level agreements (SLAs) in a fast-paced environment
• Understanding the importance of regular follow up and status updates to customer and management for outages and escalations through issue resolution

• Developing documentation including user guides, admin guides, knowledge base articles, FAQs, quick reference guides
• Providing proactive recommendations
• Demonstrating continuous improvement
• Participating in strategy planning discussions with technical, business, and client partners

• Ability to escalate issues effectively to management, SMEs, manufacturers, software publishers, etc. to ensure timely resolution of customer outages and issues
• Continually assesses, refines, and implements managed services processes and procedures
• Works effectively in a collaborative and innovative team-oriented environment, provides technical support for all shifts
• Develops standard operating procedures for use across the Lifecycle and Managed Services business as needed and maintains existing processes
• Understands the importance of keeping detailed documentation on troubleshooting steps, results, recommendations, and next steps within the system of record (i.e., ServiceNow)
• Provides incident management and technical supports to customers
• Works from a ticketing system as part of a larger team, clearly communicates and follows expectations of all engineering tasks
• Provides solutions that match both our clients' and our company needs when encountering unfamiliar technologies, applications, and situations
• Creates/performs testing (regression, functionality, performance, etc.)
• Triages all the appropriate support teams for expedited troubleshooting ensuring that the right incident roles are being covered
• Provides summaries and periodic updates to the NOC Director and other management resources on critical and high priority incidents through issue resolution
• Provides an expert level of OS troubleshooting in Windows environment
• Triages all the appropriate support teams for expedited troubleshooting ensuring that the right incident roles are being covered
• Provides summaries and periodic updates to the NOC Director and other management resources on critical and high priority incidents through issue resolution
• Advises on our own infrastructure requirements to further the business initiatives
• Acts as leader to have general oversight on impacting incidents and events
• Leads L1 and L2 activities and masters each of its tasks
• Provides and documents input for Root Cause Analysi