IT End User Services Analyst

Join a High-Performance Culture That Drives Innovation and Excellence

At Vertiv, we don't just hire talent—we cultivate leaders who drive innovation and engage teams to push the limits of what's possible. As a global leader in critical digital infrastructure, we are scaling up to meet the demands of AI, data centers, and next-gen technology—and we need bold, high-performing individuals like YOU to take us to the next level.

Why Vertiv?

• High-Performance Culture: We empower you to think big, execute with excellence, and deliver impact. Our performance-driven mindset rewards those who challenge the status quo and drive meaningful change. Over 50 CEO Awards are given annually to recognize top talent moving the needle forward.
• Leadership Without Limits: Leadership at Vertiv goes beyond just titles—it's about accountability, trust, and ownership. Our leaders engage and drive with collaboration, innovation, and customer-centric thinking, setting the foundation for an action-focused culture.
• Limitless Growth & Learning: We believe in continuous development. Whether through rotational programs or high-impact projects, you'll have the opportunity to expand your expertise and grow your career.
• A Place for Everyone: Our commitment to inclusion ensures that all employee's unique strengths and perspectives are valued. Your voice matters, your growth is prioritized, and your success is celebrated.

Job Summary

The NOC Engineer is responsible for monitoring, maintaining, and troubleshooting network systems to ensure optimal performance. The role requires swift identification and resolution of issues, proactive monitoring, and coordination with various IT teams to maintain efficient network operations. This position involves managing major incidents, supporting escalations, and contributing to continuous improvement of network infrastructure.

Responsibilities

• Monitor and analyze network performance, system alerts, and resolve connectivity issues.
• Perform routine maintenance tasks, system updates, and backups.
• Diagnose, troubleshoot, and resolve network problems, escalating complex issues when necessary.
• Document network configurations, troubleshooting steps, and incident resolution processes.
• Provide technical support to end-users, internal IT teams, and external stakeholders.
• Escalate unresolved network issues to senior engineers or relevant IT departments.
• Monitor SolarWinds for Vertiv hardware, including routers, switches, servers, and VOIP systems.
• Manage incident tickets related to Vertiv hardware and VOIP systems, collaborating with service providers.
• Oversee backup processes, including NetVault backup monitoring and verification.
• Monitor major incidents, determine severity (P1 or P2), and take appropriate action.
• Facilitate bridge calls with relevant teams for timely resolution of P1 or P2 incidents.
• Communicate effectively with impacted users and stakeholders during major incidents.
• Gather root cause analysis (RCA) information from support teams for problem records.
• Assist in the creation and maintenance of runbooks and operational documentation.
• Participate in network upgrade and enhancement projects.
• Ensure adherence to ITIL best practices in incident, problem, and change management.

Education, Training and Skills

• Minimum of 2 years of IT experience in an IT Service Desk or NOC-related role.
• Strong understanding of incident, problem, and change management processes.
• Working knowledge of network infrastructure (routers, switches, firewalls, etc.) and network monitoring tools like SolarWinds.
• Experience with VOIP technologies and backup systems like NetVault.
• Solid troubleshooting and problem-solving skills with the ability to handle complex network issues.
• Ability to quickly identify and address network performance bottlenecks and failures.
• Good verbal and written communication skills, capable of translating technical information into business impact.
• Proficiency in creating and maintaining documentation, including runbooks, network diagrams, and incident reports.
• Ability to work in a fast-paced environment, handle multiple priorities, and manage stress during critical situations.
• Familiarity with major incident management processes and coordination of bridge calls.

The successful candidate will embrace Vertiv's Core Principals & Behaviors to help execute our Strategic Priorities.

OUR CORE PRINCIPALS: Safety. Integrity. Respect. Teamwork. Diversity & Inclusion.

OUR STRATEGIC PRIORITIES

• Customer Focus
• Operational Excellence
• High-Performance Culture
• Innovation
• Financial Strength

OUR BEHAVIORS

• Think Big and Execute
• Act With Urgency
• Own It
• Drive Continuous Improvement
• Promote Transparent and Open Communication
• Learn and Seek Out Development
• Foster a Customer-First Mindset
• Lead by Example