Network Operations Center Engineer 1

This position is for a tier 2 Remote Support Engineer (NOC Engineer 1) to provide higher level support to the Deskside Support Technicians across the company.

The ideal candidate is well versed in troubleshooting desktop hardware and software, as well as basic networking and telephony troubleshooting skills. Using a ticketing system to answer, record and update issues is required.

Core competencies include:

• Troubleshoot, install, and repair hardware/software
• Respond to and diagnoses problems while working with local support
• Identifies, researches and resolves technical problems
• Provide second-tier support to end users for either PC, server, applications or hardware
• Interact with network, telephony, server, or application teams to resolve issues
• Help build and maintain a knowledge base for common issues
• Simulates or recreates user problems to resolve issues
• Ability to multitask is required
• Ability to follow directions and escalate when needed
• The ability to work remotely with minimal supervision
• Excellent oral and written communications skills
• Ability to accurately record time and actions taken to resolve issues within the ticketing system

Major responsibilities include:

• Resolving tier 2 tech support issues involving hardware, software, and networking while working with local support
• Responding to all emails, calls and messages regarding technical support issues in a timely manner
• Ensure that a ticket is being worked on promptly from the time it is put in until the time the issue is resolved
• Setup user accounts according to client specifications
• Completing ECFs on time and ensuring users have everything they need to complete their duties
• Reviewing all tickets to confirm the work is being completed correctly
• Confirm patches are being installed in a timely fashion
• Assisting tier 1 local support with any issues or questions they may have
• Other tasks assigned by their supervisor

Minor responsibilities include:

• Participate in weekly meetings with the team
• Updating client documentation when needed, as well as follow up with Operations to confirm the information is correct
• Audit systems for potential issues

Do you have experience in Ticketing system technical support?, * Professional dress and attitude

• Must have reliable transportation with the ability to travel as needed
• Must be able to work nights and weekends as needed

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off, * 401(k)
• Health insurance
• Paid time off