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Form of workJob Description
The Connection Networking Services team has a new opportunity through our Technical Staffing division for a NOC Help Desk Agent. This is a direct hire opportunity with us, a major nationwide MSP. This position is remote and responsible for dealing with calls, emails and tickets of a varied and possibly complex nature requiring a wide range of technical knowledge and interpersonal skills to assist in diagnosing and/or resolving issues. Qualified candidates will be able to manage escalated customer issues, create updates to process and procedure documentation, provide training on changes as needed, and mentor lower skilled NOC Agents.
Direct hire position. Full benefits, PTO, and 401k. 80% hands on and 20% administration, Windows environment. M-F 8am-5pm.
Job Duties:
- Acts as next level resolution point from NOC Help Desk Agents, responding to requests for technical assistance, via phone, and electronically with ability to resolve more difficult Level 2 and 3 NOC issues using remote tools.
- Advises caller on appropriate next action plans.
- Logs all Help Desk interactions and follows standard NOC procedures.
- Main go-to for managing and solving escalated customer issues to diagnose and resolve.
- Researches questions using available information resources and advises on best practices.
- Assists in new hire training of NOC Help Desk Agents as needed.
- Provides training on updates to NOC processes and procedures.
- Updates process and procedure documentation (standard operating procedures) as needed.
- Stays current with system information, changes and updates; providing proactive recommendations.
- Becomes very familiar with each client and their respective environments.
- Maintains and expands customer relationships through exceptional responsive time.
- Delivers quality service while adhering to service level agreements (SLAs) in a fast-paced environment.
- Clearly communicates and follows expectations of all NOC engineering tasks.
- Creates/performs testing (regression, functionality, performance, etc.).
We Value:
- 4+ years of IT support or Systems Administration
- Strong knowledge of Network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users.
- Ability to troubleshoot and resolve MS Outlook
- Support back-office hardware, printers, software, Web Applications, and other networks
- Familiarity with the fundamental principles of ITIL/SLA
- Multiple ticketing systems including Service Now, AutoTask, Zoho
- Networking principals (IP addressing, subnets, routing, switching)
- OS troubleshooting in Windows environment
- Antivirus, backups, and VMWare/Hyper-V virtualization
- Desktop and Server Operating Systems
- Firewalls such as FortiGate, SonicWall, Sophos
- Monitoring software such as Manage Engine, Nagios, and SolarWinds
- Proven troubleshooting methodology and a desire to solve challenges
- Ability to handle constantly changing flow of traffic; remain productive during slow times, handles multiple tasks effectively during busy times, exercises patience and professionalism during stressful situations.
- Creative with ability to think around problems and come up with creative solution
- Takes ownership and responsibility of an issues from start through to a successful resolution
- Microsoft Office skills to include creating presentations, creating documents in Word to included advanced formatting, creating spreadsheets to include the use of macros
- Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer’s issue
- Good phone skills with ability to provide technical support over the phone in a professional manner
- Adaptable with ability to switch tasks based on shifting priorities
- Detail oriented with item-by-item focus, meticulous attention to detail with ability to create & update tickets in ticketing system and in composing, keying, and proofing professional business materials
- Excellent verbal and written communication skills
- Judgment with ability to formulate opinions, compare and decide with good sense
- Understands the importance of handling and managing requests, issues, complaints and escalations professionally and with a sense of urgency.
- Understands the importance of regular follow up and status updates to customer and management on issues, complaints and escalations, and documents these actions in tickets.
