The NOC analyst serves in a Customer Service and Operations Continuity role focusing of quick fault isolation by proactive monitoring and fast service restoration. In this role the NOC analyst ensures proper monitoring, reporting, escalation, and resolution of incidents identified by various diagnostic systems. This includes but is not limited to the interpretation of alarms on all network and operations systems, ensuring that proactive measures are taken to protect network and operations integrity. This position will work with engineering and application support teams to perform rapid restoration of services for all network and operations related incidents. Secondary responsibilities include: batch scheduling support, and 24×7 system, mechanical, and environmental monitoring.
Monitor, analyze, and log network infrastructure issues such as routing failures, network configuration changes, WAN outages, telphony, voice, and performance issues using network management tools such as NetQOS, Solarwinds, and BCAN. Reviews and handles all comm failures registered into our monitoring systems. Works with the ITS support teams, and customers in the resolution of all error and/or comm failures received. Assures the highest level of customer service at all times.
Troubleshoot, resolve, and follow up on all network related support issues ensuring incidents are resolved within the SLA and to the satisfaction of the business/customer. Work with senior and lead NOC analysts to continuously improve internal processes for more efficient and quicker response times to recognize potential incidents.
Responsible for interfacing with internal/external customers on operational issues by dispatching on-call engineers, facilitating communication between carriers and other resources, and documenting all information according to incident management guidelines. Partner with internal and external teams in problem/change management to determine root cause of significant incidents and drive to resolution.
Provide job scheduling support by monitoring daily batch streams, executing change controls and ad-hoc requests, and resolving failed jobs according to documented SOP's. Support routine activities such as end-of-day processing, hardware support and maintenance, system IPL's, backup management, and overall business system availability.
This team covers from 7:00AM – 11:00PM as well as weekends. Shift work is a requirement.
Our teammates know that there is an athlete behind every in-store and eCommerce transaction. We go beyond the expected to build technology that makes the DICK’S Sporting Goods’ experience innovative and hassle-free.
COMMITTED TO INCLUSION & DIVERSITY.
We actively seek to create an inclusive and diverse workforce, reflecting the communities we serve. Doing so strengthens our ability to serve all our athletes and drive innovation and growth.
HAVE A PASSION FOR SPORTS.
We believe that sports make people better and we’re determined to be the best sports company in the world. Whether you’re an athlete or sports enthusiast, we bring our passion for the game into everything we do.
GET BETTER EVERY DAY.
The journey is never over. We know that to be the best, we must get a little better each day. We focus on delivering 1% more in everything we do.
What we’re looking for
Associate's Degree, IT related is preferred
1-3 years of experience in network support and engineering
Cisco CCNA certification or equivalent
ITIL certification preferred but not required
CompTIA (Network Plus) certification or equivalent
Strong knowledge of data circuits (DS-3, T1, DSO, DSL, POTS, PRI, and Frame Relay).
Extensive experience configuring and troubleshooting Cisco routers and switches.