Noc Help Desk Agent, Thurs - Sun Shift

What We Do

We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That’s what we do. We’re the IT Department’s IT Department.

Who We Are

Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It’s what makes Connection unique—what drives us to innovate and create technology solutions that stand apart from the crowd. We’d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.

Why You Should Join Us

You’ll find supportive teammates and a rewarding career at Connection—plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family.  Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive.  We value the importance of our employees’ emotional wellbeing. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You’ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days. 

Come join our dynamic NOC (Network Operation Center) Team!    We are currently looking for a NOC Help Desk agent on a Thurs - Sun shift  (day/evening shift)

SHIFT HOURS:

Thurs/Friday - 8AM - 5PM

Sat/Sun - 7:30PM - 8:30AM (12 hr shift)

This is a remote role and can sit anywhere in the US

The NOC Help Desk Agent, works under direct supervision of the NOC Manager and/or NOC Team Lead and follows a variety of established procedures along with verbal and written instructions. As the first point of contact, the NOC Help Desk Agent, assists users who call or email our Network Operations Center. While providing the highest level of customer service, the NOC Help Desk Agent, answers incoming calls, responds to email alerts, uses a knowledge base tool along with their expertise to resolve Level1 requests in a timely fashion. The NOC Help Desk Agent, escalates unresolved problem/issues/requests to the proper level 2 and 3 support team. Troubleshoots basic end user issues on various software applications, hardware, network, telecommunications systems and provides basic desktop support.

Customer Relationship Skills

• Maintains and expands customer relationships through:
• Excellent verbal and written communication skills
• Understanding of how to deliver quality service while adhering to service level agreements (SLAs) in a fast-paced environment
• Update/Create documentation as needed (user guides, admin guides, knowledge base articles, FAQs, quick reference guides)
• Create standard operating procedures on all solutions implemented
• Providing proactive recommendations
• Demonstrating continuous improvement
• Participates in strategy planning discussions with technical, business, and client partners

Service Delivery Process and Procedures Development

• Follows and implements service delivery processes and procedures
• Will be organized, dependable and detail-oriented
• Working effectively in a collaborative and innovative team-oriented environment
• Provides technical support for 2nd or 3rd shifts
• Will be willing and able to be work remotely.
• Develops standard operating procedures for use across the Lifecycle and Network Operations business as needed and maintains existing processes

Technical Knowledge Maintenance

• Stays current with system information, changes, and updates
• Becomes familiar with each client and their respective applications.
• Drafts, approves, and publishes documentation into the KB for standard fixes
• Familiarity with working from a ticketing system as part of a larger team
• Clearly communicates and follows expectations of all engineering tasks
• Proven troubleshooting methodology and a desire to solve challenges
• Create/perform testing (regression, functionality, performance, etc.)
• Working knowledge of OS troubleshooting in Windows environment.
• Working knowledge of Desktop and Server Operating Systems
• Learns fundamental operations of commonly used software, hardware, and other equipment.

• 2+ years of experience in similar type of role - responding to alers, monitors for outages and take actions to remediate outages.

·       Computer knowledge with ability to operate keyboard for data entry. Type 40wpm

·       Microsoft Office skills to include creating presentations, creating documents in Word to included advanced formatting, creating spreadsheets to include the use of macros.

·       Support commonly used software, hardware, and other equipment

·       Familiarity with the fundamental principles of ITIL/SLA

·       Working knowledge in ticketing systems such as: ServiceNow, AutoTask, Zoho, etc.

·       Working knowledge of monitoring software such as ManageEngine, Nagios, and SolarWinds

·       Working knowledge of Desktop and Server Operating Systems

·       Working knowledge of OS troubleshooting in Windows environment

·       Attention to detail when creating & updating tickets in ticketing system and in composing, keying, and proofing professional business materials

·       Customer oriented with ability to listen to and anticipate needs of the customer

·       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

• Friendly presence and helpful attitude while on the phone with customers or among teammates

·       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.

Additional preferred competencies or preferred qualifications, if any:

·       Working knowledge of networking principals (IP addressing, subnets, routing, switching)

·       Working knowledge of antivirus, and various backup solutions.

·       Working knowledge of VMWare/Hyper-V virtualization

·       Working knowledge of firewalls such as FortiGate, SonicWall, Sophos

Because of the possibility for fraudulent job postings on many popular job boards, please be advised that Connection will never offer a position of employment without a complete interview process and communication with a “live person".