Noc Engineer I

The Managed Services team is responsible for providing post-sales support to Choice Cloud business customers who have managed services contracts/agreements. Services range from monitoring hardware to fully managed solutions encompassing any or all of the following technologies: VPN, Citrix, router protocols, firewall monitoring, physical and virtual backup systems management, O365 management and hosting.

The NOC Engineer I is responsible for monitoring the help desk console for new alerts, working new break/fix and existing tickets as assigned, documentation, assessments, and scripting. The NOC Engineer I will also assist Professional Service Engineers and other departments within managed services with tasks and tickets as required or directed by the NOC Manager.

Technical Responsibilities:

• Update tickets with detailed notes until resolved or escalated
• Achieve and maintain required certifications and complete additional training programs for continued growth
• Handle and resolve incoming Managed Services and Help Desk work tickets; must be knowledgeable of technical details and be able to clearly explain to nontechnical end users
• Ensure all services are delivered on time and in accordance with Choice Cloud's business customers' expectations and contractual requirements
• Contribute to the ongoing development of the Managed Service function by sharing knowledge, experience, and expertise with other team members
• Ensure all aspects of the department "business as usual" operations can be maintained to meet customers' requirements
• Work to ensure SLAs are met according to contractual requirements and ensure progress updates are provided to the customer as required where service issues are identified.
• Assist the team where required by actively working on customer issues, handling calls, etc.
• Manage the Managed Services Queue during assigned rotations and proactively help to keep the queue caught up when there is downtime
• Directly interact with customers by phone or email and may have to handle multiple accounts/issues simultaneously
• Must work from a Choice-provided virtual desktop during the assigned shift, and handle or prioritize after-hours requests and tasks appropriately and professionally
• Other responsibilities as assigned by the NOC team lead and/or Director of Managed Services