Network Operations Center Engineer II in Charlotte, NC at Sonic Automotive.

Date Posted: 11/7/2018

Job Snapshot

Job Description

Network Operations Center Engineer II

You're serious about your career, and rest assured you've come to the right place. At Sonic Automotive Inc., you'll find the opportunities, resources, and support you need to grow and develop professionally. Our 100 dealerships are concerned with more than moving inventory; they're committed to your success and invested in your future. Please read on, and consider a rewarding career with Sonic Automotive, Inc.
Job Summary-
The Network Engineer II is a key member of the business technology production support team that provides 24/7/365 support.  This professional will monitor, troubleshoot and maintain the dealership systems while supporting our Regional Technology Managers and other members of our production support teams. They will also assist in the deployment and standardization of dealership systems.   These systems compose our dealership’s local area networks, VoIP systems, wireless and wired connections, as well as all wide area connectivity including circuits.
Essential Functions & Responsibilities
•         Expertise is Cisco networking routing and switching.  Primary role is to monitor and manage the network infrastructure at our 120 dealerships located in the US.
•         Team member of the Network Operations Center (NOC) which provides 24/7/365 support.
•         Provide support and assistance for primary and secondary level of troubleshooting.
•         Will work closely with and be a liaison to other facets of the company, such as Engineering Team and Deployment Teams via our ticketing system.
•         Maintain a working knowledge of the company’s enterprise applications and systems.
•         Serve as an Incident Coordinator watching aging tickets and as a Critical Incident Coordinator in the event of major outages, following the Incident Management Processes defined.
•         Assist in monitoring that all tickets are following the necessary escalation path and are resolved quickly.
•         Maintain outage notification logs and follow documented escalation procedures where appropriate.
•         Coordinate scheduling of maintenance with Change Control guidelines.
•         Technical coordinator for NOC personnel to ensure continuous operation of mission critical production systems.
•         Assist in the implementation of work flows and processes/procedures to achieve efficient use of staffing resources while maintaining service quality.
•         Assist in the development of procedures and appropriate training to improve operational support and reporting.
•         Participate in analyzing the workload efficiency of staff to redesign work flows
•         Assist in the performance of root cause analysis to identify and recommend operational changes to the management team.
•         Enterprise WAN optimization.
•         Wireless infrastructure monitoring and support.
•         VoIP, QoS, and network utilization reporting.
•         LEC circuit ordering and provisioning.
•         Windows server admin duties (DHCP and File Shares)
•         Able to work independently and manage and prioritize multiple ongoing tasks.
•         Effectively communicate status, changes, and issues to the relevant parties and stakeholders.
•         Investigate, diagnose and resolve network related incidents.

Personal Attributes:
•         Communication skills and active listening
•         Empathy with users
•         Acceptance of ownership
•         Patience and understanding
•         Team player

Knowledge, Skills & Abilities: 
•         Perform all other related duties as assigned by Management.
•         Knowledge of the technology support industry.
•         Knowledge of company policies and procedures.
•         Working knowledge of operational support escalation.
•         Knowledge of ticketing systems. 
•         Exposure to Quality Management principles, including zero-defect production, Six-Sigma, continuous improvement models or equivalent QM philosophies.
•         Experience designing work flows or processes around mixed skill sets.
•         Must be organized and able to multi-task with attention to detail and the ability to provide follow-up.
•         Effective communication and strong interpersonal skills required.
•         Must be able to influence without authority and work within a team environment.
•         Must demonstrate tact and diplomacy.
•         Flexibility and handling ambiguity required.
•         Must possess strong problem solving and resolution skills.
•         Knowledge and experience with Microsoft Office products including Word, Excel and Visio.
•         Knowledge and experience with monitoring tool sets.
•         Must be able to work independently and make sound technical decisions using the information at hand.
•         Ability to provide excellent customer service whether internally or externally.

•         Undergraduate degree in technical or related field of study or equivalent experience
•         10 years of experience working in an IT networking based role
•         Enterprise routing and switching knowledge including BGP and EIGRP, WAN/LAN capacity planning experience (QoS, VoIP)
•         Enterprise WAN management experience (MPLS, Internet, and Metro Ethernet)
•         Cisco CCNP or comparable certifications
•         Experience with Solarwinds (or other monitoring/alerting tools)
•         Experience with O365Administration,
•         Experience with NetQOS and network monitoring utilities, Firewall experience a plus (Palo Alto preferred)




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