Apply on Employer Site

Brite · 2 months ago

Network Operations Center (NOC) Technician &#8211; Tier 1

Victor, NY

Full-time

Onsite

Entry Level

$45K/yr - $55K/yr

2+ years exp

Brite is a leading Managed Service provider seeking a Network Operations Center (NOC) Technician. The NOC Technician will manage IT tickets, support customer networks, troubleshoot issues, and ensure customer satisfaction throughout the support process.

ConsultingCyber SecurityInformation TechnologyIT Management

Responsibilities

Manage service tickets within designated SLA

Field a high volume of service calls

Ensure customer satisfaction throughout working a ticket from start to finish

Troubleshoot basic computer and networking issues over the phone and via email

Document troubleshooting steps in documentation source (general or customer specific)

Document customer interactions and resolutions within the support ticket

Run diagnostics and evaluate results to resolve reported computer/software issues

Escalate issues to the appropriate next level

Perform customer on-site visits to troubleshoot/repair workstations and printers

Analyze and identify software/hardware systemic issues

Maintain documentation database to ensure consistent customer interactions

Participates in special projects as required

Accomplishes all other duties and tasks as appropriately assigned or requested

Qualification

A+ certificationSecurity+ certificationNetwork+ certificationMicrosoft Windows troubleshootingCloud backup solutionsMicrosoft Office 365Microsoft Active DirectoryVMWareCustomer service skillsEffective project managementVerbal communicationWritten communication

Required

Bachelor's degree in Computer Science, Management Information Systems or related field and at least two years of experience in an end-user support role within a high volume, time sensitive support environment

Knowledge in troubleshooting and resolving workstation-based software issues with Microsoft Windows 7, 8 and 10, Microsoft Office 2007, 2010, 2013 and 2016, Microsoft Online Services, including Office 365, and domain and workgroup environments

Strong hardware repair and troubleshooting skills with PC desktops and laptops

Ability to support and troubleshoot server-based software issues with Microsoft Windows Server 2003, 2008, 2012 R2 and 2016, Microsoft Windows Active Directory, on premise Microsoft Exchange 2003, 2007 and 2010, Microsoft Office 365 and hosted Microsoft Office 365, and Microsoft SQL 2005, 2008, and 2012 server, Microsoft Hyper -V and VMWare, Microsoft PowerShell, major anti-virus solutions, and enterprise class backup solutions

Phone etiquette

Ability to address a variety of technical issues

Customer service skills

Excellent listening skills

Exceptional verbal and written communication skills

Effective project management skills

Self-directed and results oriented