Network Operations Center (NOC) Technician-Hybrid in Denver

LOCATION: Hybrid, Denver

The on-call hours for the NOC team rotation will be Friday 6:00p-Sunday 4:00p MST

WELCOME TO THE GLOBUS FAMILY OF BRANDS!

Traveling the world is incredible...don't you agree? It opens us up to new cultures and experiences. Venturing across the globe invites us to wonder and wander...to marvel and be moved. With 95 years in travel, the award-winning Globus family of brands 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 65 countries on six continents across the globe. We began as a small family company with one man, his rowboat, and a dream in Switzerland in 1928. Nine decades later, the entrepreneurial spirit and ingenuity that created this family-owned institution lives on...as well as our commitment to sustainability!  

Watch a video about the Lighthouse Project to find out more about these efforts!

We are always on the hunt for exciting, team associates passionate about life and work: People who are easily inspired and excited about what they do. We offer incredible career opportunities in a variety of roles including, but not limited to: vacation planning, reservations, marketing, finance, IT, and customer care.  

Company Benefits Include: Pension Plan, 401K Match, 16-26 days of vacation, Health, vision, dental and life insurance, (For associates working outside US, these benefits may vary slightly) Work from home options, and Home office internet reimbursement.

Exciting Travel Benefits: 70 to 90% off tours and cruises (plus discounts for friends and family), a free Avalon cruise after 2 years, and Special deals with travel partners like Marriott, Expedia, IATA/IATAN, Norwegian Cruise Line, Hertz, and Thrift Car Rentals to name a few.

THE ROLE 

Responsible for carrying out monitoring operations for servers, network and telecommunication connectivity in data centers and other organizations. Monitor Help Desk tickets within ServiceNow providing support and escalating when needed.  The NOC technician is responsible for troubleshooting by sorting out issues and making it function properly. The tech may be required to engage other teams within IT so that issue is addressed in a timely manner. 

EXPERIENCE REQUIRED: (2-4 years experience) 

• ITSM ticketing system; ServiceNow preferred
• Network support
• Identifying major incident types
• Excellent communication skills both written and verbal

• Working in a similar position within the information technology field
• Troubleshooting in a multitenant environment
• Understanding and knowledge of MS 365 and its applications
• Ability to create technical documentation using flowcharts, data flow diagrams
• Creating and updating Knowledge Base articles
• Technical Skills:
  • PC desktop administration
  • Windows OS administration
  • Basic Networking Knowledge
  • Software installation and administration

• Work and update ticket queues within 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 ServiceNow (Incidents, Requests, Changes, etc)
• Escalate tickets with internal and external teams
• Communicating updates when working on escalated/outage tickets
• Reboot systems/servers as needed
• Monitor infrastructure for degradation and security issues
• They update the clients, vendors, or third-party providers on events progress
• Promote positive relationships internally and externally

EDUCATION

The preferred candidate will hold an associate’s degree in computer technology or similar field and two to four years 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.

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.

EEOC 

Globus family of brands is an equal opportunity employer. We prohibit discrimination and harassment of any type and afford equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.