NOC Engineer

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:

Grade: Technical 404 Pay Range: $81,300.00 - $121,900.00

Job Description

The NOC Engineer performs tasks that ensure maximum service availability and system performance. They are responsible for monitoring systems with diversified industry tools to detect anomalies. When anomalies are detected, engineers collaborate with various product teams to resolve them. The NOC Engineer is able to diagnose issues and alert the proper team without causing extended downtime of the IT systems. They track and document all defects, system health, anomalies, and events that occur throughout our ecosystem.

Monitors the performance and availability of our systems using diversified tools.

Responds to, identifies, and determines alerts and confirms issues as they happen within the SLA. Diagnoses and troubleshoots availability issues.

Tracks and documents issues and compiles incident reports.

Coordinates issue escalation as appropriate, ensuring proper hand-off and timely resolution.

Collects and reviews performance reports for various systems and reports trends in hardware and application performance to help senior technical personnel predict future issues or outages.

Works with internal technical and service teams to create or update knowledge base articles.

Performs other job-related duties as assigned. KSAs

Strong analytical and problem-solving skills balanced with effective communication and excellent customer service skills. Exceptional verbal and written communication skills.

Ability to work independently, analyze issues, and make decisions with minimal management intervention.

Proactively involves key technology infrastructure teams when necessary.

Ability to anticipate potential obstacles and develop contingency plans to overcome them. Awareness of new and existing technologies, architecture, and best practices.

Ability to manage multiple issues simultaneously in a high-pressure environment where change is commonplace. Ability to handle multiple interruptions and multi-task effectively.

Ability to diligently follow standards and best practices for many different technology areas. Strong understanding of AWS systems and the essential services that AWS provides.

Advanced knowledge of network and infrastructure topology. Ability to work flexible hours. Ability to code using JavaScript.

Strong understanding of AD and PowerShell.

Minimum Qualifications

• Bachelor's Degree in Computer Information Systems, Computer Science, or related field.

• 2 years of experience as an App Support Technician in Problem Management or similar experience. Basic Python coding experience

• Proficient in Salesforce, Single Sign-On Management System, Active Directory, Office365, Google Apps Admin, PAMS, Scheduling Management Applications, OnBase, Remote Desktop Access Applications, Oracle, and SQL.

• Admin experience in ServiceNow

• Experience in using monitoring software (Zabbix, New Relic, Datadog); IIQ experience

• Banner experience. Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements. Generally, equivalent relevant experience is defined as 1 year of experience for 1 year of education and is at the discretion of the hiring manager.

Preferred Qualifications

• Linux+ Certification

• AWS Certified Practitioner Certification

• ComptiaA+, ComptiaNet+ Certification

• ITIL Foundations

Position & Application Details

Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.

How to Apply: If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.

Additional Information

Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It's not all-inclusive.

Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at recruiting@wgu.edu.

Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.