Engineer NOC I

Responsibilities

Provides Tier II Network Operations Center (NOC) support for internal and external customers, responding to alerts, incidents, and service requests while escalating critical issues to Engineering, Development, and Management teams as required.

Monitors network, server, application, and infrastructure health using enterprise monitoring tools to ensure maximum system availability, performance, and reliability.

Performs incident triage, fault isolation, root cause analysis, and troubleshooting of complex network, system, and application issues across production environments.

Manages incidents throughout the full lifecycle, from detection and investigation through resolution, validation, and post-incident documentation.

Ensures all incidents and service requests are handled in accordance with established operational procedures, escalation matrices, and Service Level Agreements (SLAs).

Coordinates and tracks high-priority incidents (P1/P2), providing timely status updates to customers, vendors, and internal stakeholders while driving resolution efforts.

Serves as the primary communication bridge between customers, vendors, development teams, and infrastructure engineers during service disruptions and outage events.

Utilizes log analysis, monitoring dashboards, and diagnostic tools to identify trends, mitigate risks, and proactively prevent service-impacting events.

Executes operational procedures, scripted tasks, and server-level administrative functions to maintain system performance and operational continuity.

Monitors scheduled maintenance activities, software deployments, and infrastructure changes to minimize customer impact and ensure successful implementation.

Maintains detailed incident records, outage reports, escalation timelines, and operational documentation within enterprise ticketing systems.

Develops and maintains knowledge base articles, runbooks, standard operating procedures (SOPs), and troubleshooting documentation to improve operational efficiency and reduce mean time to resolution (MTTR).

Analyzes incident metrics and customer feedback to identify recurring issues, improve monitoring effectiveness, and enhance overall service delivery.

Participates in on-call rotations, outage management, disaster recovery activities, and continuous improvement initiatives to support 24x7 operations.

Maintains technical proficiency through ongoing training in network technologies, operating systems, monitoring platforms, and operational best practices.

Work hours will be Sunday- Thursday 2pm - 10:30pm PST.

Location: Las Vegas, NV, Reno, NV, Chicago, IL, Austin, TX

Work schedule: Hybrid

Qualifications

• Bachelor's Degree in Information Technology or a combination of education and equivalent work experience in a related field required.
• Ability to obtain and maintain gaming license(s), as required  
• 1-2 years of experience in a network operation center / technical support environment.
• Experience troubleshooting routers\switches.
• Experience working with ISP vendors.
• Proficient knowledge of Windows applications and operating systems.
• Basic networking and PC knowledge.
• Knowledge of server hardware, peripherals, and management systems.
• Knowledge of networking devices, including switches and routers.
• Knowledge of network, systems, and IT infrastructure management systems.
• Some experience with network monitoring tools.
• Experience with CRM platforms. 

Keys to Success

• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership