INOC Technician

Denver, Colorado, 80205, United States of America

Are you looking for an exciting job where you can put your skills and talents to work at a company you can feel proud to be a part of? Do you want a workplace that will challenge you and offer you opportunities to learn and grow? A position at Xcel Energy could be just what you're looking for.

An INOC (Integrated Network Operations Center) Technician works on the Integrated Network Operations Center team with the primary responsibility of monitoring, operating, repairing, and managing events and incidents for Xcel Energy communications core network and infrastructure end‑user applications and servers. INOC Tech I’s will be primarily responsible for monitoring, surveillance, and initial triage of trouble tickets. Duties also include opening, updating, and closing incident tickets, paging out support groups, opening troubleshooting/technical bridges during outages/events, and answering the phone queue and email box.

• Monitoring:
  Effectively use monitoring tools to identify and respond to planned and unplanned network, application, batch job and other system events/incidents within defined service level agreements. Document all events/incident activity within ticketing system including interaction with customers, vendors and support personnel. Ensure all control center, emergency response, and dispatch processes, and administrative processes are followed and in compliance with regulatory requirements.
• Triage/Troubleshooting/Break‑Fix:
  Use tools to identify failure point in systems and assist in triage of events/incidents. Actively seek clarification and assistance when needed to ensure accurate and speedy identification of events. Accurately document findings in tickets and timely escalation to Tech II, II or higher as events require.
• Incident Management:
  Participate in management of planned and unplanned events. Responsible for Tier I triage and troubleshooting including access/configuration of routers, switches, firewalls and infrastructure. Work with vendors to escalate and manage remediation of circuits and elevate to Tech II or Engineer III/IV for higher level triage or resolution. Facilitate and coordinate field support personnel dispatched for on‑site remediation. Meet or exceed departmental Mean Time to Resolve standards set by INOC management.
• Operational Support:
  Participate in execution of Autosys and UNIX batch jobs and Tier I device updates/changes.
• Job Knowledge:
  Participate in educational/training opportunities, read professional publications, maintain personal networks, and engage with professional organizations.
• Review work and document in accordance with established policies and procedures. Limited scope projects or shared areas of responsibility that may include the oversight of other technicians or project stakeholders.

• AS/AAS/BS in related degree field, entry level certifications from accredited organizations, or equivalent documented experience.
• 1+ years of network management/infrastructure operations that includes experience with switching/routing, transport, and data using layer 1‑3 equipment or software.
• Has working knowledge of LAN/WAN/FAN network and infrastructure operations.
• Demonstrated ability to work in a diverse and rapidly changing business environment.
• Strong interpersonal skills, customer focus, communication, time management and analytical abilities.
• Ability to manage pressure associated with multiple, simultaneous high‑impact tasks routinely.
• Must be willing to work diverse schedules in a 24x7, 365‑day environment, including an on‑call rotation.
• Rotating schedules subject to change per business need.

As a leading combination electricity and natural gas energy company, Xcel Energy offers a comprehensive portfolio of energy‑related products and services to 3.4 million electricity and 1.9 million natural gas customers across eight Western and Midwestern states. At Xcel Energy, we strive to be the preferred and trusted provider of the energy our customers need. If you’re ready to be a part of something big, we invite you to join our team.

All qualified applicants…