JOB DESCRIPTION

NOC Operator
J un e 20 17

COMPANY: APSU Inc., 1317 Hickory Valley Road, Chattanooga, TN 37411

Reporting to: NOC Manager

Salary Range: $12-$15 per hour depending on experience

Benefits: 10 days paid holiday, healthcare, 401K

Hours of Work: 6 and 12 hour shifts covering 24 x 7 365 days of the year. Shifts are organized such that staff
works every other weekend.

APSU Managed Services division provides its clients with a full range of systems management services.
These include high availability solutions and monitoring of client IT infrastructure such as iSeries and Windows Servers and
communications networks.
Based in the Chattanooga Network Operations Center (NOC), the primary duty of the NOC Operator is to monitor client
systems using various system monitoring tools.
The Operator will respond to various system alerts according to client-specific documentation to meet the service level
agreement between APSU and the client.
This is an entry level position with training provided.

Tasks:
 24 x 365 monitoring of internal and client network and server infrastructures
 Respond (as defined in the procedural documentation) to alerts and messages
 Follow documented ‘Check Lists’ to meet client Service Level Agreements
 Monitor IBM i Systems and batch processes using APSU Maximize monitoring tool
 Monitor the completion of all backups
 Investigate and resolve failures of scheduled backups or restores
 Log incidents with third party providers (e.g. IBM, Lawson, Infor) and manage incident to resolution
 Liaison with support groups
 Produce and distribute daily client handovers
Media Handling
 Ensuring media is loaded as required
 Fix issues with media
 Off load media as required
 Media vaulting
 Recover media from off site as required
Out of hours Support
 Log and if appropriate assign incidents to appropriate support team
 Incident management
 Escalation management
 First level support: Application Software
 First level support: System Software
Other relevant duties as required

The Person
 Customer focus with good communication skills
 Ability to work independently and as part of a team
 Excellent written and verbal communication skills
 Flexible to work in a 24x7 support environment
 Positive attitude and desire to succeed

Experience:
 Knowledge of IBM AS400/iSeries/Power i preferred, but will train
 Practical knowledge of operating systems: Windows, Windows Server family
 Knowledge of ITIL concepts will be advantageous
 Basic knowledge of Systems and Network monitoring helpful
 Previous experience in a Managed Services environment helpful