Tech Network Operations Center 2 - CPS Energy : Job Details

We are engineers, high line workers, power plant managers, accountants, electricians, project coordinators, risk analysts, customer service operators, community representatives, safety and security specialists, communicators, human resources partners, information technology technicians and much, much more. We are 3,500 people committed to enhancing the lives of the communities we serve. Together, we are powering the growth and success of our community progress every day!Position SummaryNetwork Operations Center (NOC) Technicians provides 24x7x365 continuous support and monitoring of CPS Energy Business and Network Computer Systems and infrastructure services. They also provide customer service support, data center infrastructure support, enterprise scheduling services and all after hours and holiday IT support. They respond to user inquiries, assess problems and issues with IT equipment and applications, and help resolve these issues for users. They also work closely with other IT department personnel to provide assistance on tasks that are outside the scope of their knowledge or expertise.Employees are considered essential personal and must respond to their job responsibilities regardless of weather, disaster, etc. They must be extremely flexible with their working hours and assigned duties. Acts as the hub during system maintenance and outages, providing the central point of contact. Employees must be extremely flexible with their working hours and assigned duties. They are often the first to identify trends that potentially can have a negative impact within the work environment. Employees must have a combination of technical ability and soft skills that benefits not only the end user, act in the best interest of the company. Coordinates issues and resolutions with other support areas to minimize business impact and respond with sense of urgency.Grade: 9Qualifications may warrant placement in a different job level.Deadline to apply: 10/11/2024Tasks and ResponsibilitiesIntermediate Monitoring and support of Corporate and Operational computer systems (Hardware, Software, CPU, etc.) Network Infrastructure, including firewalls in a 24x7x365 environment.Service Desk Support via e-mail, telephone, employee self-service, and walk-ins.Documents, triages and records all incidents or service requests. Including escalations to support teams.Documents processes and procedures for the internal knowledge base.Customer Service ensuring satisfactory resolution to their request or issue.Active Directory knowledge.Processes MyID requests and provisions CORP and NERC RSA Tokens.Troubleshooting remote access issues via Citrix or VPN.Assists with SAP troubleshooting and routine processes related to service entry, purchase requisitions and employee self-serve.Assists in enforcement of corporate standards for use of PC, software, and IT applications.Initiates the Incident Management process for major outages.Assists with project support as needed/requested.Monitoring and restart of file systems backups.Monitoring and support of problem resolution for batch processing.Answer Third Party Vendor calls and escalate to support teams.Data Center environment monitoring: Main Office, TLC, EMC, and ECHO.Coordinate with Support Team(s) for critical alerts.Maintain an updated Call Duty Roster for Support Teams.Ability to work unscheduled time, shift work, and weekendsAbility to identify alternative solutions for development of decision-making proposals which support organizational goals/objectives and budget constraints.Minimal supervision is needed.Minimum SkillsMinimum Knowledge and AbilitiesExperience in Customer Service IT SupportMonitoring tool experience (Zenoss, SiteScope or Azure)Active Directory and Azure Active DirectoryIntermediate Citrix Director knowledge supporting Virtual EnvironmentsMicrosoft O365Valid Class C Texas Driver's LicensePreferred QualificationsAssociates degree or accredited University hours specializing in end-user supportAbility to obtain other IT standard certifications, i.e., A+, Network+Familiarity with operating protocols for desktops, laptops, and mobile devicesCloud administrationCompetenciesAccepting ResponsibilityWorking with AmbiguityDelivering High Quality WorkCommunicates EffectivelyChampioning Customer NeedsDemonstrating InitiativeMinimum EducationHigh school diploma OR GED OR experience in Event Management as a Network Operations Center TechnicianRequired CertificationsWorking EnvironmentIndustry office standard, however, at times high stress. Must have the ability to remain at desk to process service requests for long periods of time with/without a break. Ability to travel for training sessions & other business-related events.Use of personal computing equipment, phone, multi-functioning printer and any new technology offered. After hours work is required without much notice.Physical DemandsRequires manual dexterity, sitting, standing, walking, stooping, kneeling, crouching and crawling. Must be able to exert or lift up to 20 pounds.CPS Energy does not discriminate against applicants or employees. CPS Energy is committed to providing equal opportunity in all of its employment practices, including selection, hiring, promotion, transfers and compensation, to all qualified applicants and employees without regard to race, religion, color, sex, sexual orientation, gender identity, national origin, citizenship status, veteran status, pregnancy, age, disability, genetic information or any other protected status. CPS Energy will comply with all laws and regulations.#IN_TECH