What are the responsibilities and job description for the NOC (Network Operations Center) Intern position at Aspire Technology Partners, LLC?
Technical Support and Troubleshooting Provide technical assistance : Offer timely and effective support to end-users for software, hardware, network-related issues, ensuring swift resolution to minimize downtime. Diagnose and resolve issues : Identify, diagnose, and troubleshoot various IT problems through phone, email, or in-person interactions, employing a systematic approach to resolve issues efficiently. Collaborate for problem resolution : Work with internal / external resources to restore client environments. Manage RMA processes : Coordinate and track RMA (Return Material Authorization) requests, RMA authorization and completing RMA submittal forms. Move, Add, Change, and Delete (MACD) Operations Voice / Video Endpoints : Execute configuration changes, installations, relocations, and decommissions for voice and video communication devices, ensuring seamless integration and functionality. Network Devices : Perform updates, installations, and relocations for network equipment such as routers, switches, and access points to maintain optimal network performance and reliability. Peripherals and Laptops : Manage the setup, configuration, relocation, and removal of peripherals and laptops, including performing imaging and deploying necessary software to ensure user readiness. Daily Operational Tasks Backup management : Manage client backup services and remediate issues causing backup failures. Configuration monitoring : Monitor and report device configuration changes to clients. Preventative maintenance : Perform daily preventative maintenance checks on the managed service toolset. Inventory management : Fulfill requests to modify inventory and logic in monitoring systems. Understanding Managed Service Functions Service Level Agreements (SLAs) : Understand SLAs and meet them in incident response scenarios. ITIL framework : Basic understanding of the ITIL framework regarding service, incident, change, and problem management. Ticket management : Open, track, and close service tickets in ITSM while maintaining detailed notes including resolution. Client and Team Interaction Client request handling : Login to call queue to handle client requests while answering incoming calls courteously and professionally. Communication management : Manage email inbox and chats, responding to both client and internal communications promptly. IT team collaboration : Work closely with the IT team to escalate complex issues, implement new technologies, and contribute to ongoing improvement initiatives. Field personnel coordination : Interface with field personnel to perform repairs and verify system functionality. User Communication and Compliance Outage and maintenance communication : Provide direct communication to affected users and companies on outages and maintenance activities. Shift handoffs : Perform proper handoffs at the start and end of shifts. Compliance training : Complete compliance training for internal business needs as well as client requirements. Additional duties : Perform additional duties related to your role as needed. Aspire Technology Partners, LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any other characteristic protected by law.