Noc Analyst Level I

Marcum LLP offers a great career with exceptional benefits.
There's a lot to think about when it comes to launching your career. At Marcum, we offer you a world of opportunity, a highly competitive salary, exceptional benefits, flexible work options, and industry-leading technology, all within an environment that values your contributions and supports your professional growth.
At Marcum, eligible associates receive a benefits package that includes health, dental, and vision insurance, short and long-term disability insurance, life insurance, flexible spending accounts, and transit benefits, as well as paid time off, a 401(k) plan with an employer contribution, and a profit sharing plan.
The NOC Analyst Level I has a minimum of one year of experience providing help desk or support, ideally for a Managed Services Provider (MSP). A comparable amount of training, education, or experience may be substituted for the minimum qualifications. This position primarily performs remote technical support for local and wide area networks, MS Windows, personal computers, the ability to perform password resets and add and modify users in Active Directory and O365. Also has the ability to work after hours and/or weekends as part of a call rotation and when necessary.
Responsibilities

• Part of the service desk team, providing remote support to our MSP clients.

• React to level 1 service issues, including troubleshooting O365, password resets, internet connectivity, servers, workstations, email, and software applications.

• Escalate problems to the appropriate engineering disciplines within the organization or external vendors as required to achieve resolution.
• Provide superior customer service by being courteous, knowledgeable, and professional.

• Respond to and log all inquiries received from clients via telephone, email, or client portal.
• Create properly formatted tickets on all inquiries in ticket management software.
• Keep well documented and updated case notes on all tickets daily.
• Create and maintain client-related documentation.

Job Requirements

• 2+ years experience in a Service Desk / NOC (or similar) environment.
• 2+ years supporting and troubleshooting Active Directory, Microsoft Windows desktop and server platforms, Azure and O365.
• 2+ years supporting and troubleshooting network connectivity issues.
• 2+ years' experience - Mobile Device Support
• 1+ years' experience - Server Hardware Technologies Support
• 1+ years' experience - Data Backup and Recovery Support, Corporate Antivirus Support, VPN Connectivity Support
• Knowledge and experience with using a RMM tool such as Connectwise Automate.
• Knowledge and experience using a ticketing system such as Connectwise Manage.
• Knowledge and experience with Layer 1, 2, and 3 troubleshooting.
• Knowledge and experience with Office 365 Email.
• Knowledge and experience with patching desktop systems.

• Excellent verbal and written communication skills.
• Exceptional customer service and phone etiquette skills.
• Ability to work on multiple, concurrent tasks and adapt to shifting priorities.
• Networking
  • Solid understanding of and ability to configure TCP/IP subnetting and troubleshooting Internet connectivity
  • Understanding of routers and firewalls
  • Understanding of Terminal Services & Citrix
  • Understanding of relationship between switches, routers, patch panels and connecting nodes to a network
  • Understanding of DNS services

• Detail oriented and strong problem-solving capabilities.
• Strong follow-up skills to ensure that problems are handled in a timely manner.
• Desire and demonstrated ability to continuously learn (new technologies, client business issues, other job functions, etc.).

Marcum LLP is an Equal Opportunity Employer
Marcum LLP does not discriminate on the basis of race, ancestry, national origin, color, religion, sex, gender identity, age, marital status, sexual orientation, disability, veteran status, or any other protected classification under the law.
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