Brite · 1 week ago
Network Operations Center (NOC) Technician L1 Off-Site
Victor, NY
Full-time
Onsite
Entry Level
$45K/yr - $55K/yr
2+ years expBrite is a leading Managed Service Provider seeking an Off-Site L1 Technician responsible for managing IT support for clients. The role involves troubleshooting network issues, managing service tickets, and ensuring customer satisfaction while maintaining professional standards.
ConsultingCyber SecurityInformation TechnologyIT Management
Responsibilities
Manage and prioritize service tickets for a single customer environment in accordance with defined SLAs
Serve as the Face of Brite and point of contact for all end-user IT support requests for the assigned customer
Ensure a high level of customer satisfaction by owning each ticket from initial contact through resolution and follow-up
Troubleshoot basic to intermediate computer, application, and network issues via phone, walkie talkie radio, email, and remote support tools
Perform in-depth documentation of troubleshooting steps, resolutions, and outcomes in customer-specific documentation systems
Accurately document all customer interactions, status updates, and resolutions within the ticketing system
Run diagnostics and evaluate results to identify and resolve workstation, software, and peripheral issues
Identify recurring issues and trends, and escalate systemic or complex problems to the appropriate escalation teams when necessary
Coordinate and perform support to clients user’s workstation, printer, and peripheral troubleshooting and repairs as required
Proactively analyze software and hardware issues to prevent repeat incidents within the customer environment
Maintain and improve customer-specific documentation, procedures, and knowledge base to ensure consistent and efficient support
Participates in special projects as required
Accomplishes all other duties and tasks as appropriately assigned or requested
Desktop and printer breakdowns/setups
Office Restructuring support
Assist with NOC (Brite HQ) when needed
Qualification
Required
Bachelor's degree in Computer Science, Management Information Systems, or related field
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 11, 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 2016 and newer, Microsoft Windows Active Directory, 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
Attire must be Business casual (No Jeans)
Facial hair must be maintained and presentable (if applicable)
Regularly required to stand, walk, sit, use hands; and reach with hands and arms
Must occasionally lift and/or move up to 25 pounds
Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus
Preferred
A+, Security+, Checkpoint CCSA, Network+, MCSE certifications
Experience in cloud backup solutions, Datto
Company
Brite
Brite is an IT company that specializes in managed IT services, police technology, cybersecurity, consulting, and deployment services.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2026-01-12Acquired
Leadership Team
Jon-Michael Lacek
Chief Technology Officer
Justin Smith
President & COO
Recent News
2024-04-29
2024-04-24
Company data provided by crunchbase