Netgain is a cloud-managed services provider that services the Healthcare, Accounting, and Legal verticals. Netgain manages the entire IT infrastructure for firms in these industries, providing a fully managed IT-as-a-service offering. The Legal business operates under a separate brand called Afinety and came via acquisition. In a highly competitive market, Netgain stands out in its strong industry focus, deep technical expertise, and unwavering commitment to an exceptional client experience.
The NOC is responsible for all monitoring (configuration of: devices, client environments, special monitors and tracking of monitoring). There are two focus areas: creating macro views to identify trends/ health of clients and ensuring the right people get a timely, actionable alert, along with the tools necessary to resolve an issue. Self-healing through automation is a goal. The NOC is responsible for tracking, reporting and recording everything about monitoring. The team advises on monitoring best practices and principals and mentoring the greater organization on maintaining stable systems. This is a full time, FSLA exempt, salaried position. This position may include scheduled time outside of normal business hours.
Essential Functions:
Research, design, implement and maintain Netgain’s monitoring systems
Advise and collaborate on new monitoring designs and systems that can deliver the most cost-effective monitoring, while achieving the focus areas noted (Macro Views and the Right people receive an actionable alert)
Report trends that indicate problems for client usage of infrastructure/environments to leadership: This includes hardware, cloud platforms, applications, OS and App version alignment, etc.
Adopt an automation first mindset, using scripting and automation tools to resolve issues and prevent recurrence
Provide process improvement recommendations to leadership and implement them as directed
Contribute to Research and Development projects as directed by Netgain leadership
Establish and maintain accurate and appropriate knowledge base, procedure, and design documentation
Assist in training and development opportunities for Netgain team members
Active commitment to professional development; continuously improve technical competencies and communication skills
Active commitment to stay up to date with industry developments
Accept other duties as they are assigned from time to time
Suggest innovative and creative new ideas and ways of improving processes
In a crisis, may be called on to use advanced troubleshooting methods to investigate and respond to alerts generated by our monitoring platforms
Participate in root cause analysis efforts as well as long term remediation of issues, preventing an issue from recurring
Cooperate with teammates to nurture a culture of openness, expertise, and a strong client focus
Experience Required:
3-5 years of experience in advanced technical system engineering roles
3 years of experience in event management monitoring and response
Demonstrated experience with a variety of monitoring tools, generating tickets and presentation of data
Demonstrated experience administering, monitoring, and maintaining Microsoft server-based and Linux operating systems
Demonstrated experience provisioning, configuring, and maintaining cloud computing services such as Microsoft Azure
Experience with Remote Monitoring & Management (RMM) tools such as ConnectWise Automate
Experience with virtualization technologies, including VMware
Experience supporting Microsoft technology, including, but not limited to: Windows Server and client OS, Active Directory, Remote Desktop Services, SQL, IIS, Exchange, DNS, and DHCP.
Experience supporting desktop-based operating systems
Experience supporting network related technologies including enterprise LANs, WANs, routers, switches, VPN, network load balancers, wireless access points, etc
