.**IT Outsourcing Client Management - Associate****Meet The Team**The Digital Enterprise Application Department at Hitachi Vantara has an opening for a NOC analyst, this is a billable role so you will be acquiring prime experience and serving one of our top clients in the digital world. The Digital Enterprise Application Team is agile, effective and prompt to quickly provide the best service to our worldwide clientele. The opportunity to acquire great experience is right here.**What You Will Be Doing**:- Under general supervision, this position will perform duties as outlined in the Network Operations Center (NOC) Standard Operating Procedures (SOP's) / Method of Procedures (MOPs) with a focus on network/systems infrastructure troubleshooting and reporting.- Primary responsibilities include but are not limited to remote monitoring and management (RMM), recording, and resolving customer issues in a timely manner utilizing the provided software toolsets.- Typical solutions being supported include Cloud Fundamentals (Azure, AWS), Windows Servers, Linux Servers, Backups, DRaaS, VDI, DaaS, EUC, Storage, and networking devices (switches, routers, and firewalls).- Duties will include training development and delivery, knowledge and process contributions, chronic case management, and incident management.- Senior technicians will provide ongoing technical training and process instruction to members of staff.- Senior technicians will be responsible to Configure and Administer RMM tools and defining SOPs to Setup RMM across supported systems.- Ability to navigate and follow guides, SOPs, and playbooks/runbooks.- Work customer outages, service degradations, alerts with basic triage, and fraud events.- Pursue and escalate with carriers/vendors hourly, every two hours, etc. depending on the ticket priority.- Update clients/customers hourly, every two hours, etc. depending on ticket priority.- Device management at a Tier 1 level based on guides/MOPs provided in the knowledge base.- Platform management at a Tier 1 level based on guides/MOPs provided in the knowledge base.**What You Bring To The Team**:- 3+ years of technical support experience in a customer-facing IT service organization.- Prior experience in a Level 2 or higher technical escalation role.- Cloud Fundamentals certification desired.- Microsoft MCP or MCSA certifications desired.- Cisco CCENT or CCNA certification a plus.- VMWare vSphere or other virtual machine support experience a plus.- Network monitoring dashboard experience; OpsRamp, Data Dog, SolarWinds, Dynatrace, Nagios or similar platforms.- Endpoint administration experience for security, patch, and backup management.- TrendMicro, McAfee, Ivanti, Acronis, or similar management software.- Use of ServiceNow and incident management.- Use of Monitoring tools - New Relic, Nectus, and OpsRamp.- Exceptional written and verbal communication skills"