NOC Engineer - Tier 1

Location:Syracuse, NY, US, 13202

Division: IT Platform Global Technology Operations

Job Type: Full Time

Requisition Number: 68541

Department:

Job Function: Information Technology

About us

Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live. The pace of change in society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry.

To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business.

IT and Digital works in a harmonised partnership with the National Grid group of diverse energy businesses to deliver technology which revolutionises the way we operate. As we lead the charge towards a carbon-free future, our teams are embracing disruptive changes in our industry by working with Agile methodologies and adopting Digital mindsets to drive efficiency and bring new capabilities for our internal and external customers. Our work here is critical. National Grid moves energy to millions of homes and businesses in the UK and US and the technology we utilise to complete that task is down to us. The successful applicant for this position will be an integral contributor towards this goal and we will support your professional development as part of our multi- cultural, customer-centric global team.

National Grid is hiring a UTOC NOC Engineer. This is an onsite opportunity based out of our Syracuse, NY office. This position is a 2nd shift role where the working hours will be Wed-Sat 1PM – 12AM EST.

Job Purpose

The NOC Engineer 1 position within UTOC (Unified Technology Operations Center) Team is the first point of contact related to network health management. The person in this position is required to work in a team environment, under limited supervision and reports to the UTOC Manager. Due to the nature of UTOC’s 24x7 support business, the Engineer 1 will be on site for network surveillance and event management.

UTOC Team provides communication, information, and resolution on all network related events to management and our internal customers. As the first point of event management; the UTOC Engineer 1’s goal is to provide an efficient and effective response to Network issues via triage, escalation, resolution, and follow-up.

Key Accountabilities

- Ability to prioritize alarms and incidents in order to fulfil SLA commitments

- Deliver proactive technology monitoring and implement corrective action to ensure optimal performance.

- To provide diagnostics and technical updates on incidents to other members of the operations and engineering teams and senior management.

- Identify opportunities to improve processes and sponsor the introduction of system changes to improve efficiency.

- Work well within our UTOC team and have the ability to work shift pattern.

- Proactively monitor technology solutions to ensure events are captured and resolved before they become an incident, whilst in the event of a major service outage, liaise with all relevant departments to undertake emergency fault diagnostics to resolution.

- Escalate issues to Senior Staff/Shift Lead/Shift Manager

- Perform incident documentation by creating tickets. Incident documentation includes selection of the affected party, prioritization of the incident, filling in the mandatory fields such as type and time of incident and a brief description.

- Update internal customers and management regarding the status of their inquiries or issues

- Research and resolve issues such as documentation requests, repeat issues, customer follow-up as appropriate, recommend any process improvements and provide shift turn over status.

- Be the front line to UTOC’s technical support staff by coordinating and routing incidents, calls and tickets

- Monitor the alarm activity through the Network Management - monitoring system

- Track incidents where applicable to verify that response times and availability requirements established in the SLA are met.

- Create and update tickets with 100% accuracy, following established procedures

- Execute projects given by Management

- Personal Training and Career development

Qualifications

- Requires a minimum of 2 years of network surveillance experience or related fields of study.

- Exceptional written and oral communication skills.

- Must be able to document issues with a high level of accuracy and attention to detail.

- Ability to multitask in a fast paced and demanding environment.

- Working knowledge of TCP/IP, subnetting and the OSI network model

Additional Preferred:

- Telecommunication transport technologies

- Routing and Switching

- Fiber Optics (CWDM/DWDM)

- Wireless (Cellular/DAS, Microwave, Wi-Fi)

- Familiarity with server operating systems

- BS in a computer science or related field of study

More Information

#LI-RK1 #LI-HYBRID

Salary

$79k- $93k a year

This position has a career path which provides for advancement opportunities within and across bands as you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical skills. Candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience.

National Grid utilizes an assessment that evaluates the job qualifications/characteristics using AI or statistically based scoring. For more information, please view NYC Local Law 144.

National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience and expertise. We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.

Nearest Major Market: Syracuse