Position Summary

The NOC Technician will be responsible for working in a team environment in support of DartPoints’ mission critical suite of colocation and managed services. The NOC Technician will be the primary to cover team PTO requests in multiple facilities, multiple shifts, and assist Engineering Services with projects and day-to-day functions. This position is also responsible for the Knowledge Base edits, moderations, and documentation efforts.

Primary Responsibilities

• Cover open NOC shifts
• Assist with installation of colocation equipment
• Physical server monitoring, management, and support
• Provide timely customer interaction and support via call, e-mail, and portal request
• Perform routine facility and equipment readings throughout data center facility
• Assist customers with onsite installation and service requests
• Notify Sales of potential sell-up opportunities based on events or customer interactions
• All other NOC associate duties
• Serve as primary trainers of new hire on boarding and existing NOC associates
• Assist with staff development and ongoing training of DartPoints’ products and services
• Support DartPoints public cloud, virtual OS, backup, vaulting, and DR platform
• Familiarity and support of multiple operating systems and anti-virus management
• Maintain a working level of proficiency with all DartPoints co-location, Cloud, and Managed Service platforms
• Serve as backup to local teams for facility related activities
• Maintain and monitor ticket queue
• Serve as a delegation/support for resolver teams to assist with deployments and projects
• Ongoing maintenance, edits, and modifications to DartPoints’ Knowledge Base (KB) including documentation of changes
• Assist in the ticket quality and review process
• Serve as mentors and subject matter experts to advise on NOC process and procedure
• Participate weekly touchpoints
• Provide knowledge updates, team chat, and training feedback to the NOC
• Other duties as assigned by Supervisor or Manager

Qualifications

• Education: (Required)
• High School Diploma or Equivalent
• College course work in related field or equivalent work experience
• Related Work Experience: (Required)
• Help Desk or Data Center experience – 2 years
• Experience with EM7, ConnectWise, or other ITSM applications – 2 years
• Troubleshooting process and procedures – 2 years
• Other
• Must be able to work flexible day and evening hours
• Must be able to climb ladders and assist with installations
• Must be able to lift equipment and packages of 50lbs or greater
• Exposure to moderate noise levels

The following criteria apply to all positions:

• Employees must complete individual quarterly objectives as assigned
• Employees must demonstrate commitment to all corporate core values: Customers First, Integrity, Initiative, Problem-Solving

Disclaimer: This job description has been designed to indicate the general nature and level of work performed by employees within this position and may change at any time with or without notice. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.