What are the responsibilities and job description for the Level 1 Help Desk Technician position at Cyberlocke, LLC?
Reports To
ServiceDesk Manager
About Us
At Cyberlocke we design solutions for your most complex IT challenges. With a team of broadly skilled technical experts, we are able to architect environments, fix problems, and supplement your team to overcome any gaps that you may have in skills, technical expertise, or resources. We believe connectivity extends beyond a device. It is our passion to make the human connection. We really do strive to make the world a better place to work, learn, and live; one community at a time.
Job Overview
Cyberlocke is a fast-paced company with an open-door environment looking to add Data NOC Tier One Technicians to our team.
This is an entry-level position in a 24/7/365 Network Operations Center. The primary job function is to work directly with customers, on-site technicians, carrier service providers, and Tier 2 Technicians to support and troubleshoot circuits, routers, modems, switches, WiFi, VOIP, telephony, firewalls and miscellaneous network attached devices.
Must be able to work the following schedule listed below:
Monday - Friday from 8am-5pm CST
This job might be for you if you:
- Enjoy monitoring automated probes, trouble tickets, email, and phones for any indication of trouble on customer networks then taking steps to correct that trouble.
- Coordinate with onsite technicians, carrier service providers, and other department personnel within Cyberlocke to investigate and troubleshoot, and then guarantee everyone involved is fully updated on status.
- Ensure all tickets and jobs are handled quickly and accurately from start to finish.
Responsibilities and Duties
- Obsession with excellent client support!
- Thoroughly communicating and documenting all details regarding job status.
- Continuous monitoring for problems on customer networks.
- Entry level network troubleshooting and documentation.
- Coordinate with on-site technicians who perform all hands-on work.
- Escalate to Tier 2 Technicians who handle all advanced troubleshooting and configuration work.
- Support and follow instructions of Tier 2 Technicians working together as a tightly knit team.
- Look for ways the NOC can continuously improve.
- All other duties as assigned.
Qualifications, Experience and Education:
- High School diploma, associate's degree preferred
- One year of IT or customer support experience
- Excellent communication and documentation skills.
- Basic working knowledge of basic networking technologies, terms, and tools such as but not limited to: OSI Model, Router, Switch, TCP/IP, Telnet, Broadband, WiFi, Ethernet, VOIP, and POTS.
- Ability to multitask and work quickly yet accurately.
- Works well as part of a team but also able to succeed completing individual tasks.
- Able to closely follow defined processes and understand when to escalate to Tier 2.