POSITION SUMMARY: BASIC FUNCTION
Provide customer service, troubleshooting, as well as incident escalation for all users contacting the 24 x 7 x 365 NOC environment and act as escalation point for NOC Technician L1. Regular, predictable attendance is essential for satisfactory performance.
ESSENTIAL DUTIES & RESPONSIBILITIES
Provides corporate desktop support services including Laptop Imaging, Network Printer Support, User account administration and other Hardware, Software, Telecom, and Communication services with support from Senior Tier 1 or Tier 2 Operations team members
Maintains desktop inventory, asset tracking.
Maintains desktop software license management and inventory control.
Handles provisioning of new systems as justified.
Surplus desktop assets at end-of useful life.
Maintains printer and copier stocking, maintenance and supplies.
Handles cell phone provisioning, tracking, and billing analysis.
Supports BYOD policy and procedures
Processes all support requests within SLA and following procedural requirements.
Performs initial investigation and/or troubleshooting of system and network issues to determine root.
Thoroughly documents steps taken to resolve incidents.
Escalates appropriate requests to ensure timely resolution.
Prepares and delivers standard scheduled reports .
Manages event monitoring tools and ticket queue to resolve operation tickets within SLA parameters.
Processes Hands and Eye requests as required i.e. Tape Rotation, Rack and Stack of equipment, inventory hardware, power cycle devices, patch cable install/removal Admin Inventory Hardware.
Performs initial investigation and/or troubleshooting of system and network issues to determine root cause and resolution. Escalates as required to meet target timelines.
Acts as point of contact for client and management escalations.
Develops and documents support procedures.
Implements and maintains data center infrastructure with general support of a Tier 2 Operations Engineer.
Participates in training and mentoring of NOC Technician L1.
Performs other duties as assigned.
KNOWLEDGE, SKILLS & ABILITIES
Strong problem solving skills
Good troubleshooting skills
Outstanding customer service skills
Keen analytical and structured approach to problem solving
Excellent documentation skills
Dedication to customer satisfaction
Strong leadership skills
Ability to multi-task
Ability to accommodate flexible work schedules
Proven ability to work independently
Ability to work well in a team environment
Working knowledge of the following industry standard technologies is required for this role:
Windows OS (All)
Exchange, Outlook, Office
Internet and email apps
EDUCATION & EXPERIENCE
High school diploma or GED required.
One to two years of college required or equivalent work experience. Bachelor degree preferred.
A + & Network + Certification preferred
3 to 5 years in a 24X7 Network Operations Control center/end user support role with demonstrated strong customer service delivery skills
Minimum 3 to 4 years of comprehensive knowledge required in at least one of the following areas:
Desktop Application support within all current MS Windows OS
Windows desktop management and security with Antivirus, anti-malware, patch deployment and management, and troubleshooting application conflicts.
Network hardware and software w/an emphasis on cabling and circuit provisioning in a shared data center environment
Microsoft Windows such as Windows 7 & 8 and Server 2008 & 2012
Maintain printers, print servers, printer driver management
Types a minimum of 35wpm.
Able to climb ladders and work on raised platforms.
Able to hear and speak into a telephone and 2-way radio.
Ability to distinguish colors on wiring and cables to ensure safety protocols are followed.
Ability to work in confined spaces.
Requires ability to lift and carry objects weighing up to 50 pounds.
Requires the ability to kneel, stand, walk great distances, climb stairs/ladders
Dexterity of hands and fingers to operate any required computer keyboard, mouse, and other technical instruments.
Able to hear and speak into a telephone and 2 way radio/ear bud.
Typical data center work environment with varying temperatures and loud noises
Extensive daily usage of a computer or workstation
Work on site; no telecommuting
May be required to work second and third shifts on occasion, or as scheduled
Must be comfortable working in a highly critical, fast paced environment with shifting priorities
Must possess a current, valid state-issued driver?s license