What are the responsibilities and job description for the NOC Technician - Phoenix, AZ position at GMI - Global Market Innovators?
Title: L2 NOC Administrator
Department: Staff Aug
Classification: Full-time, Exempt
Reports to: Sr Manager
Location: Hybrid
Primary Function
The NOC Technician is primarily on client site, monitoring Network and UC system alerts in NOC. This role's primary function is to serve as the first escalation point of contact for the customer's user base. This includes information gathering, initial triage, resolution and if necessary, escalation back to the customer. Key responsibilities include:
Education
Department: Staff Aug
Classification: Full-time, Exempt
Reports to: Sr Manager
Location: Hybrid
Primary Function
The NOC Technician is primarily on client site, monitoring Network and UC system alerts in NOC. This role's primary function is to serve as the first escalation point of contact for the customer's user base. This includes information gathering, initial triage, resolution and if necessary, escalation back to the customer. Key responsibilities include:
- NOC Technician monitors Network and UC System alerts in the NOC and triages resolution.
- This resource also maintains the alerting system and assists network and UC resources with incident resolution and fulfilling service requests.
- Under direction from the ITS DCIO or designee Key responsibilities include but are not limited to:
- Utilize CoP Run Books to perform authorized tasks and problem resolution activities.
- NOC Support includes:
- Identify and perform initial triage of alerts for monitored devices.
- Escalate ISP or circuit related issues to the vendor directly, then to ITS resources.
- Escalate Cisco related issues directly to ITS resources.
- Add/delete devices from monitoring system.
- Provide MACD support for network and UC related tickets while not actively performing NOC tasks as well as during periods of high-ticket volumes.
- Provide Support during nighttime/off hours and weekend support
Education
- A High School Diploma or GED
- Associate degree in IT or related field preferred or equivalent years of relevant work experience
- Strong technical support skills with a focus on software troubleshooting and computer management
- Proficient in computer networking and IT support
- Experience with desktop support and VPN configurations
- Familiarity with Microsoft Office, TCP, SCCM, and GPO
- Knowledge of Mac OS and relevant operating systems
- Ability to work effectively in a fast-paced environment and troubleshoot issues efficiently
- While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear and use hands and fingers to operate a computer
- Ability to sit at a computer terminal for an extended period
- Light to moderate lifting is required
- Reasonable accommodations may be made to enable individuals with disabilities to perform these functions
