Tier I NOC Support Technician

About the Role: Tier 1 Support Technicians provide 24 X 7 (shift work) monitoring and management of our customer’s networks and associated equipment.    Primary tasks include proactive network monitoring, troubleshooting issues, coordination of on-site support, managing escalations, and driving problems to resolution per defined SLAs. This role requires extensive customer interaction and requires excellent customer service and communication skills.  This position reports to the Sr Manager, NOC and is considered a technical role with in-depth cross functional understanding of supported technologies. Job performance is evaluated based on the quality of results obtained via metrics, feedback from customers, and reports.

 Responsibilities:
 

• Proactively monitor customers’ ticketing system
• Document events and alarms in case management platform
• Follow customer alerts and notifications requirements found in the NOC runbooks
• Perform remote troubleshooting on customers’ monitored devices 
• Provide case updates and notifications per standard operating procedures 
• Prepare and present daily shift reports (escalations, network status, ongoing issues, etc.) 
• Actively follow all  process and procedures.  This includes, at times, following step by step instruction whether the process is known or not.
• Initiate escalation requests per internal and external Service Level Agreements requirements 
• Maintain client security levels and information confidentiality 
• Other duties as assigned.

Qualifications & Competencies:

• Associate degree in Computer Science, Information Technology, related technical field, or equivalent experience 
• ITILv3 certification preferred 
• Technical certifications such as CompTIA A or Network preferred 
• Strong teamwork skills, self-disciplined, self-motivated and able to organize and prioritize time effectively 
• Take initiative to learn new products and network technologies  
• Strong troubleshooting skills and a good foundation of best practices 
• Must be available to work non-standard business hours/shifts and be willing to participate in work shift rotation for the occasional shift coverage during holidays or other (i.e., time off vacation, sick, etc.). 
• Experience with Customer Service support 
• Ability to clearly communicate in English with internal and external customers both verbally and in writing