If you have a couple years of industry experience and are looking for a place to call home - this is the job to look at.
The NOC group is a tight knit group that truly work together as a TEAM and help support the business needs on a 24x7 basis.
HANDS-ON training and opportunities to grow your skill-set as fast as you can keep up.
State of the art equipment as ownership hasn’t held back when it comes to investing.
CALL US if you’d like to hear more.
SHIFT: this is a 24x7 NOC so looking for candidates who can work the 3rd shift—> 12am to 8am, Monday-Friday.
Essential Duties and Responsibilities:
IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
Support of disaster recovery solutions
Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
Basic remote access solution implementation and support: VPN, Kaseya and other tools
Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
System documentation maintenance and review in ConnectWise
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Additional Duties and Responsibilities:
Improve customer service, perception, and satisfaction
Fast turnaround of customer requests
Ability to work in a team and communicate effectively
Work with the CSRs to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
Escalate service requests that require engineer level support
Responsible for entering time and expenses in ConnectWise as it occurs
Enter all work as service tickets into ConnectWise
Knowledge, Skills, and/or Abilities Required:
Advanced understanding of operating systems, business applications, printing systems, and network systems
Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
Diagnosis skills of technical issues
Ability to multi-task and adapt to changes quickly
Technical awareness: ability to match resources to technical issues appropriately
Service awareness of all organization’s key IT services for which support is being provided
Understanding of support tools, techniques, and how technology is used to provide IT services
Typing skills to ensure quick and accurate entry of service request details
Self-motivated with the ability to work in a fast moving environment
Currently use a mix of both Windows 8/10 and Mac OS X, and Active Directory, so familiarity with these technologies is a big plus. Candidates should have 2-5 years of experience in a helpdesk or similar customer-facing role.
Third Party Applications Not Accepted
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