Position Summary:

The NOC is the central point of communication for the IT organization. Communication between the different technical teams flows through the NOC. Because of this, NOC team members need to be able to effectively communicate technical issues with technical and non-technical people. NOC Technicians handle systems monitoring, alert triage, client requests and escalate issues to higher-level resources as necessary. NOC Technicians will find themselves in an ideal position for learning a wide collection of technologies and can look forward to crucial experience with network gear, Linux and Windows servers and the engineers who built the systems.

What you will do:

• Create, investigate, resolve or escalate trouble tickets for issues received via monitoring systems, telephone, email, or client portals for issues relating to, but not limited to: server and network alerts, remote access (VPN) connectivity, network connectivity issues, system backups, remote network discovery and troubleshooting, DNS, email, spam filtering and web hosting.
• Understand and deliver on ticket escalation expectations.
• Own the responsibility of your tickets by ensuring statuses are kept current, documentation is clear, and issues are resolved. Tickets must be updated in real time as events and actions occur.
• Reporting progress to clients and notifying them of resolutions through various sorts of documentation.
• Solid ability to communicate effectively with both technical staff and end users; by providing exceptional client service skills.
• Attends to obligations and supports other company initiatives as directed.

The kind of people we look for:

• Versatile people who thrive on variety and challenge
• Excited about working in a fast-paced environment
• Innate problem solvers who want to grow in a flexible, collaborative culture
• Takes initiative, pushes boundaries, motivated to innovate
• Talented individuals with a growth mindset who want to use their learning and relationship-building skills
• Align with our company core values: Integrity, Accountability, Collaboration, Service and Quality

Qualifications:

• Associates Degree in Networking and Systems Administration or equivalent work experience.
• Must have a good technical understanding of VoIP, DNS, VPN, TCP /IP, and DHCP.
• Strong working knowledge of OS(s) including Windows and Linux.
• 1-3 years of experience with IT Network Operations support in a professional environment.
• Experience utilizing network monitoring platforms or custom tools.
• Willingness to work flexible schedules including weekends and support a 24X7 operation.
• Requires strong problem solving, time management, flexibility, and communication skills.
• Must have the ability to multi-task, organize and document many tasks at one time.
• Excellent verbal and written communication skills, presentation, and problem-solving skills.
• Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes.
• Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment.
• Experience in creating technical documentation (technical bulletins, how to guides, etc.)
• Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.
• Willingness and ability to work flexible hours.
• Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams)

Physical Demands:
Employees may experience the following physical demands for extended periods of time:

• Sitting, standing, and walking (95-100%)
• Keyboarding (70-90%)
• Viewing computer monitor (90-95%)