Are you a NOC Engineer comfortable working in a fast-paced and inventive environment? 

At FTD we continually evolve the business--hyper-focused on customer experience! We have and are advancing a culture where solutions from the technology group will help transform our lines of business through customer-meaningful solutions, innovative technologies and business-impacting projects. 

We are seeking an innovative game changer: a creative problem solving support engineer equally comfortable with the needs of the business and a continually evolving technology group. This highly visible position reports to the Manager, IT Service Center to offer a true challenge and an intriguing opportunity for those that thrive in a transformational environment. 

What You Will Contribute: 

Essential Duties and Responsibilities:

• Provides initial fault isolation and actively troubleshoots and diagnoses problems.
• Once trouble ticket has been created keep business owners informed of status of ticket and estimated time to repair. Participate in tracking and prioritization of ticket handling, including inter-shift turnover. Assists in the rapid assessment of both the nature and severity of problems and initiates calls to various support organizations as needed; Own calls from beginning to end.
• Responsible for resolving production incidents by working with internal and external technology support organizations; is accountable for owning the incident and driving through to resolution.
• Performs initial tier 1 troubleshooting techniques in attempt to resolve incidents in regards to Network, Telecom, Server, Back-up Environment, and Data Center related facilities. Escalates using official escalation procedures when appropriate.
• Manage escalated issues by handling conference bridges and commanding conversations.
• Ensures both the business and management are notified of outage situations.
• Ticket management: Opens; updates; and closes incidents. Communicates status to associates/management via approved communication processes.
• Responsible for executing the daily, weekly, monthly operational monitoring and reporting.
• Responsible for developing and writing operations processes and procedures as well as collecting RCAs upon completion of high level issues.
• Coordinates activities with vendors as required.
• Performs other related duties as assigned. 

What we offer: 

• An environment of positive change--where you can truly make a difference
• The blending of cultures across multiple cities and 3 continents where you can be part of helping shape our future
• Lines of business and a technology organization ready to embrace your role and the business value it brings
• A "flat" organization where you will spend time with business leaders, managers, developers, scrum masters, product management and executive leadership
• Career opportunities! Those that have positive impact, with a positive approach, have a very bright future as we change, grow, expand and explore new and exciting experiences for our global customer base 

What we seek: 

• Associates degree in a related field required
• 2 or more years of monitoring and working in a cloud-heavy NOC.
• Individuals should possess minimum Microsoft Certification or CCNA or degree in Computer Science
• Experience with tools such as Dynatrace, AppDynamics, Promethues, Graphana, Influxdb. Kubernetes is optimal but not required
• Knowledge of cloud load balancing (layer 4 and layer 7).
• Experience in Cisco IOS, Cisco router/switch/firewall configurations.
• Working knowledge of network connectivity options such as MPLS, frame relay, leased lines and ISDN.
• Familiarity with Avamar and Data Domain backup solutions.
• The ability to troubleshoot and manage UNIX and Linux based systems.
• Advanced analytical skills; Persistent with tasks; Calm, patient under pressure
• Strong written and verbal communications skills.
• Self-managing, self-directing, and maintains knowledge of current trends and developments in the field.
• Quick to learn new skills
• Must be able to lift 50lbs
• Ability to install/uninstall new hardware in a Data Center environment.
• You have many of the soft skills we need to advance forward quickly: Flexibility, creative problem solving, confident presence in writing and speaking, willingness to learn / grow / and most importantly a very positive approach We want to have FUN!
• You are very organized--keeping several balls in the air and excellent at follow-up
• Business acumen--you will be immersed in the lines of business. But also experience being the bridge between business lines and the engineering departments. Helping resolve positive conflict

Come join our team and be part of an exciting transformation! While you are part of the office of technology, you will have a broader impact on the overall growth of the business. 

Come give FTD a look! This position will be based in Downers Grove, IL. We are an incredibly open and welcoming company--come join our family! 

FTD Companies is a global premier floral and gifting company with a vision to be the leading and most trusted floral and gifting company in the world. We provide floral, specialty foods, gift and related products and services to consumers, retail florists, and other retail locations and companies in need of floral and gifting solutions.