NOC Quality and Training Specialist

NOC Quality and Training Specialist

BUSINESS UNIT: NOC Infrastructure Support

FUNCTION: CCR Media

REPORT TO: Director of Operations

CLASSIFICATION: Non-Exempt

LOCATION: Cedar Rapids, IA

EDUCATION: Associate degree/Industry Standard Technology Certificates

EXPERIENCE: 3-5 years combined Training and Technical

Who We Are Looking For

CCR builds and delivers innovative technology solutions and products for partners locally and across the globe.

We are searching for a highly motivated, dedicated, and experienced team member who understands the importance of business relationships to deliver our vision. Who has the ability to adjust quickly to changing conditions, relishes tackling challenges in a fast-paced environment and delivers results with confidence, collaboration and determination.

Our ideal candidate thrives in an innovative and agile environment, is an enterprising person who works collaboratively and partners across matrixed teams to plan, implement and support our technology by developing strong relationships. This role includes managing training programs, monitoring quality metrics, and implementing continuous improvement measures to ensure optimal operational performance. The NOC Training and Quality Specialist will collaborate across departments to develop robust training and quality processes that drive team success.

What You’ll Accomplish and Experience

Training:

• Manage and maintain the CCR Media Guru knowledgebase.
• Facilitate training based on leadership requests.
• Organize, schedule, and facilitate training for new hires and current employees.
• Engage with the team to identify training needs.
• Collaborate with the engineering team to design training for new products.
• Assist leadership with weekly process refreshers.
• Support proactive team development by identifying and addressing shortcomings in QC processes.

Quality Control:

• Develop, monitor, and report on KPIs in collaboration with senior staff.
• Conduct Quality Control checks on all ticketed items.
• Report inconsistencies or quality failures to senior staff.
• Facilitate change management processes.
• Prepare quarterly reports to highlight progress in quality improvements.

Other Duties:

• Assist with tickets and incidents as needed.
• Perform other duties as assigned

Desirable Previous Experience

• Strong understanding of network infrastructure, protocols, and troubleshooting, including TCP/IP, DNS, DHCP, and VPN.
• Proficiency with network monitoring tools (e.g., Victoria Metrics, SolarWinds, Zabbix) and incident management systems (e.g., ConnectWise, ServiceNow, Jira).
• Knowledge of firewall, switch, and router configurations and the ability to diagnose and resolve network-related issues.
• Experience with network security practices, including intrusion detection systems, threat analysis, and incident response.
• Familiarity with operating systems (Linux, Windows), and virtualization technologies (e.g., VMware, Hyper-V).
• Base knowledge of standard media technologies
• Strong organizational skills and attention to detail.
• Ability to mentor and develop team members.
• Proactive problem-solving skills with a focus on continuous improvement.
• Clear and concise communication skills, both written and verbal.
• Adaptability to changing priorities and a fast-paced environment.
• Customer-focused mindset with a commitment to maintaining high service quality.

Why CCR

CCR is a privately held corporation that was founded in 1986 that provides technology services to large and small businesses nation-wide from our location in Cedar Rapids, IA. Our achievements include:

• Top quartile revenue growth for each of the last 5 years as per the worldwide Service Leadership Index® precision benchmark.
• Nationally recognized as “Great Place to Work” – 9 years in a row
• 10-years consecutively listed on Inc. 5000 - Fastest Growing Privately Owned Companies in America
• 13x top 100 listing on MSPMentor 501 internationally
• Nationally awarded Platinum HIRE Vets Medallion
• 4x TAI IT Service Provider of the Year

Learn more about CCR and our values: https://ccr.net/about-us/

CCR offers a unique work-life balance and environment. Our competitive benefits package includes free daily lunch for employees, gym membership reimbursement, health, dental, and vision insurance, paid time off and paid holidays, a 401k program, quarterly profit sharing, short & long term disability and life insurance and lots of development opportunities to help you grow your professional career.

Learn about our culture: https://www.greatplacetowork.com/certified-company/1206043