NOC (Network Operations Center) Technician

LOCATION: Denver, CO (Hybrid in office 2 days a week required)

ABOUT GLOBUS FAMILY OF BRANDS

With 95 years in travel, the award-winning Globus family of brands – consisting of Globus, Cosmos, and Avalon Waterways – creates vacations that offer travelers culture-rich experiences featuring must-see sights, the stories behind the scenes and countless joy-filled memories in more than 70 countries on six continents across the globe. With equal measures vision and hard work; team collaboration and commitment; adaptability, honesty, and integrity as well as a genuine love for all-things-travel, the Globus family of brands – a leader in international travel – now offers unparalleled, perfectly planned tours; inventive, inspiring cruises and modern, independent vacation packages to millions of travelers.

Travel and/or in-office presence may be required at times. Generous benefit package including travel benefits and retirement.

THE ROLE

Responsible for carrying out monitoring operations for servers, network and telecommunication connectivity in data centers and other organizations. Monitor tickets within ITSM Ticketing System (ServiceNow) providing support and escalating when needed. When a system encounters any snag, the NOC technician is responsible for troubleshooting by sorting out issues and making it function properly. Based on the level of complexity, the tech may be required to engage other teams within IT so that issue is addressed in a timely manner. NOC technicians should be able to provide excellent customer service by resolving issues promptly. They update the clients, vendors or third-party providers on events progress.

ON-CALL POLICY

Due to the global nature of some departments, there may be a need for non-exempt associates to participate in after-hours rotation to support business needs. In most cases, this rotation will vary from week-to-week and will be determined by department leadership. Associates responding to calls after hours will be paid a minimum amount of 4 hours for their weekend rotation and for any hours/quarter-minutes exceeding that minimum. Associates should record their time worked using the ADP Time & Attendance system by clocking in and out. If for some reason, the ADP Time & Attendance system is not available, the associate should document their call times/hours worked directly with their leader.

Associates will be allowed to engage in personal activities while on-call. However, they must be available to take and resolve any calls that are received.

THE POSITION

The NOC Technician is responsible for the following results:

• Work and update ticket queues within ITSM preferably ServiceNow
• Focused on the highest levels of service and customer support
• Create and/or update Knowledge Base articles
• Resolve tickets in a timely manner in alignment with our service level agreements (SLAs)
• Provide application and desktop support
• Track and maintain support events using ITSM (Incidents, Requests, Changes, etc.)
• Escalate tickets with internal and external teams
• Communication updates when working on escalated/outage tickets
• Reboot systems/servers as needed
• Monitor infrastructure for degradation and security issues.
• The on-call hours for the NOC team rotation will be Friday 6:00p-Sunday 4:00p MST

EXPERIENCE REQUIRED

The preferred candidate has noteworthy experience in the following areas:

• Working with ITSM software, preferably ServiceNow
• Working in a similar position within the information technology field
• Troubleshooting in a multitenant environment
• Understanding and knowledge of Microsoft 365 (Word, Excel, Teams, AD, etc.)
• Ability to create technical documentation using flowcharts, data flow diagrams
• Technical Skills:
  • PC desktop administration
  • Windows OS administration
  • Basic Networking Knowledge
  • Software installation and administration

EDUCATION

The preferred candidate will hold an Associate’s Degree in Computer Technology or similar field and at least one year or more of related experience and/or training; or equivalent combination of education and experience.

THE DEPARTMENT

The following teams make up the Technology department: Business Analysis and Quality Assurance, Applications Development, Applications Support, and Engineering. The group identifies and develops technological strategies that support GVI’s business goals and objectives to ensure internal and external partners are provided with stable systems. These include: all desktop, network, phone and email systems, applications (reservations and operations systems), websites, and Internet access.

EOE

While performing this job, it will require: Eight (8) hours or more a day of sitting; walking; standing; bending; answering the telephone; entering data into the computer; retrieving data from the computer or analyzing data from reports.