Capable of adapting to a constantly changing high stress environment
Excellent customer service skills
Working knowledge of Microsoft Windows Server environments (2008 and newer), including Active Directory, Group Policy, DNS, DHCP, Windows Services, Event Viewer, and server troubleshooting.
Experience monitoring and supporting enterprise server infrastructure, including physical servers, virtual machines, storage platforms, and business-critical applications.
Familiarity with virtualization technologies such as VMware vSphere, Hyper-V, and virtual machine lifecycle management.
Experience utilizing enterprise monitoring, alerting, and IT Service Management (ITSM) platforms such as SolarWinds Orion, ServiceNow, Opsgenie, PagerDuty, or similar tools.
Ability to analyze server, application, and infrastructure alerts, identify potential service impacts, and coordinate resolution efforts with engineering and support teams.
Working knowledge of Microsoft Active Directory, user account administration, authentication services, and basic identity management concepts.
Basic understanding of networking concepts including TCP/IP, DNS, DHCP, VPN connectivity, routing, and switching sufficient to troubleshoot server and application connectivity issues.
Familiarity with enterprise technologies including Citrix, load balancers, storage systems, backup platforms, and cloud-hosted infrastructure.
Experience supporting incident management processes, major incidents, event correlation, escalation procedures, and operational response activities within a 24x7x365 environment.
Exposure to automation, scripting, Continuous Integration/Continuous Delivery (CI/CD) tools, and operational tooling is desirable.
Strong troubleshooting, analytical, and communication skills with the ability to remain effective during high-severity outages, service disruptions, and time-sensitive operational incidents.
Education & Experience
Bachelor's degree or equivalent working experience
5-10 years of experience supporting enterprise IT operations within a Network Operations Center (NOC/eNOC), Service Desk, Infrastructure Operations, or similar technical support environment.
Experience supporting Major Incident processes, outage management, escalation procedures, and service restoration activities.
Demonstrated experience monitoring, troubleshooting, and supporting enterprise server, network, cloud, and application infrastructure in a 24x7x365 operational environment.
Strong analytical, organizational, and communication skills, with the ability to perform effectively in high-pressure situations and rapidly changing operational environments
Arch is committed to helping employees succeed through our comprehensive benefits package that includes multiple medical plans plus dental, vision and prescription drug coverage; a competitive 401k with generous matching; PTO
Benefits
Dental insuranceVision insurance401(k)Paid time off
Additional Information
With a company culture rooted in collaboration, expertise and innovation, we aim to promote progress and inspire our clients, employees, investors and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In short, We Enable Possibility℠.
JOB SUMMARY
The Senior NOC Engineer serves as a critical first responder for enterprise technology incidents, responsible for the real-time monitoring, management, and support of our customers' network and infrastructure environments. Operating in a fast-paced, high-pressure 24x7 environment, this role is accountable for ensuring maximum service availability, performance, and operational stability across mission-critical systems.
Essential RESPONSIBILITIES and ACCOUNTABILITIES
Be a first & fast responder
Work, manage and respond to global incidents that need to be triaged, responded to, and resolved/redirected within accepted SLAs
Open tickets for customers and constantly monitor the alerts generated by tools to resolve incidents before our customers are aware
Interact frequently with technical support, service provisioning, and customer teams with clear and concise communications
Lead Incident Management call on during impacting production events
Required Skills/Experience
Ability to work on multiple priorities and/or projects simultaneously
Excellent listening and communication skills, both verbal and written
Strong customer relationship skills
Organized, detail-oriented and self-motivated
Ability to provide and maintain detailed documentation on each ticket
Strong computer skills and the ability to effectively communicate through e-mail
Knowledge in advanced networking configurations
Advanced Experience in Windows Operating Systems
Ability to remain in contact with customers thru the completion of the ticket
Problem-solving abilities and ability to meet reasonable deadlines
Ability to build positive and collaborative relationships
Advanced technical skills with the ability to learn new skills and adapt quickly
Off-hours on-call responsibilities (rotating shift)
JOB SPECIFICATIONS
Arch Capital · Winston-salem, NC United States Of America