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Connection · 2 days ago

Sr NOC Help Desk Agent

Schaumburg, IL

Full-time

Hybrid

Senior Level

$28/hr - $31.49/hr

Connection is a company that specializes in providing technology solutions to help customers manage their IT needs. They are seeking a Senior NOC Help Desk Agent to provide advanced technical support for Level 2 and Level 3 issues, acting as the primary escalation point and managing outages while supporting NOC customers.

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

Windows Server supportNetworking technologiesSOC tools familiarityTroubleshooting skillsProblem-solving skillsCommunication skillsMentoring abilityCustomer-focused approach