26 applicants

Company

Connection · 5 hours ago

NOC Help Desk Agent, US Remote

Illinois, United States

Full-time

Remote

Mid Level

$24/hr - $28/hr

4+ years exp

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Responsibilities

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.).

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

IT supportSystems AdministrationNetwork troubleshootingMS Outlook troubleshootingITIL/SLA principlesService NowNetworking principlesWindows troubleshootingFirewallsMonitoring softwareMicrosoft OfficeAutoTaskZohoAntivirus softwareVMWare/Hyper-VDesktop Operating SystemsServer Operating SystemsTroubleshooting methodologyCustomer service skillsPhone supportIssue management

Required

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.