Connection ยท 3 weeks ago
Sr NOC Help Desk Agent
US-IL-Schaumburg
Full-time
Onsite
Senior Level
$28/hr - $31/hrConnection is a company that guides the connection between people and technology. The Senior NOC Help Desk Agent provides advanced technical support for Level 2 and Level 3 issues within the Network Operations Center, acting as the primary escalation point and managing customer issues while offering growth opportunities into networking-focused roles.
ComputerEnterprise SoftwareGovernmentInformation ServicesInformation TechnologyService IndustrySoftware
No H1B
Responsibilities
Resolve complex Level 2 and Level 3 NOC issues via phone, email, and remote tools
Respond to system alerts, monitor outages, and remediate service disruptions
Manage escalated customer issues and advise on next steps
Work directly with customers to support services, onboard devices, and maintain client-specific knowledge
Perform SOC tasks such as vulnerability scans, SIEM monitoring, antivirus management, and log analysis
Maintain accurate help desk records and adhere to NOC procedures and SLAs
Create and execute testing: regression, functional, and performance
Assist with onboarding, training, and mentoring junior NOC Help Desk Agents
Update and maintain NOC processes, procedures, and SOP documentation
Communicate clearly regarding NOC engineering tasks and provide proactive improvement recommendations
Deliver exceptional customer service and maintain strong client relationships
Qualification
Required
Experience supporting Windows Server environments
Knowledge of networking technologies: switches, firewalls, routing, and basic network troubleshooting
Familiarity with SOC tools and security monitoring (SIEM, antivirus, log analysis)
Strong problem-solving, troubleshooting, and communication skills
Ability to mentor and guide junior team members
Customer-focused with a professional, proactive approach
Benefits
401k plans
Medical insurance
Free therapy visits
Mental health coaching and tools
Meditation resources
Generous paid time off package
Wellness and Volunteer Time Off days
Company
Connection
As a Global IT Solutions Provider, we connect people with technology that enhances growth, elevates productivity, and empowers innovation.
Founded in 1982
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknown1998-03-06IPO
Leadership Team
Timothy McGrath
President & CEO
Recent News
2025-02-06
2025-02-06
Seeking Alpha
2025-02-06
Company data provided by crunchbase