What are the responsibilities and job description for the Level 1 Technician position at NOC Technology?
The Level 1 Technician handles the first-level support requests from our Clients, and makes sure that the issue is handled promptly and the Client is informed of what to expect every step of the way. When help is needed, the Level 1 Technician can collaborate with or escalate issues to other members of the Service Delivery Team.
Description
Level 1 Technician
Department: Managed Services
Reports to: Service Delivery Manager
Direct Reports: None
GENERAL SUMMARY
Our Core Focus: To shape better businesses and communities by providing reliable and stress-free IT support.
Our Core Values: Ownership, Collaborate, Adaptable, Proactive
The number one goal of everyone on our team is to make our Clients exceptionally happy. The Level 1 Technician plays an important role in making sure that happens.
The Level 1 Technician handles the first-level support requests from our Clients, and makes sure that the issue is handled promptly and the Client is informed of what to expect every step of the way.
When help is needed, the Level 1 Technician can collaborate with or escalate issues to other members of the Service Delivery Team.
RESPONSIBILITIES & TASKS
CUSTOMER SERVICE
- Providing a first point of contact for Clients through our helpdesk, be that via phone, email, or ticket
- Delight our Clients with a friendly, quick, and helpful experience
- Provide the Client with remote troubleshooting
TICKETING SYSTEM
- Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
- Thorough ticket notes describing in detail troubleshooting process, resolution, reason for escalation (if applicable), conversations with Client, etc.
- Manage and record all work through our Ticketing System
- Make sure that Client documentation is well maintained
- Split tickets that have several issues into their own individual ticket
- Review Teammates’ open tickets and assist with troubleshooting or closure when able
MONITORING & MANAGEMENT
- Review RMM dashboard and apply remediation actions as indicated by our processes
- Review regularly scheduled / automated actions as indicated by our processes
PROJECT WORK
- Occasionally, the Projects Team will need additional resources to help deliver projects either on-site or remotely. When opportunities arise, the Level 1 Technician may be asked to help with project delivery
COMMUNICATION, REPORTING, & RISK
- If no resolution is apparent after exhausting available documentation (including previous tickets, technical team channel, Knowledge Base), escalate tickets to next level of support
- Communicate to the Client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
- Identify, communicate, and mitigate potential risks to the Service Delivery Coordinator and Clients
TEAMWORK
- Follow the schedule provided by the Service Delivery Coordinator
- Work with internal team members to ensure workload is balanced and tickets are resolved expertly and efficiently
- Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
- Follow our security procedures and keep a vigilant eye for security issues
- Identify opportunities for improvement and make constructive suggestions for change
- Contribute effectively to the process of innovative change
- Undertake other duties as required by the Service Delivery Coordinator, Service Desk Manager, or Leadership
MEASURABLES
- Meeting team-defined SLAs 95% of the time
- Meeting team-defined ticket closure rate 95% of the time
- Meeting team-defined QA Pass Rate
KNOWLEDGE, SKILLS, AND ATTRIBUTES
- A love of (and ability to) solve problems & challenges
- Great communication skills, founded in being a good listener
- An understanding of support tools, techniques, and how technology is used to provide services
- An understanding of operating systems, business applications, printing systems, and network systems
- Must be able to type quickly and accurately while talking on the phone
- A deep desire to deliver an amazing Client Experience
- Knowledge of IT Applications, Software, & Hardware
- The ability to speak both Tech and human
- IT literate – Beginner user level
- The ability to keep up with & adapt to the fast-paced IT world
- Must be able to pass a yearly background check
TRAINING PROVIDED
- 2 dedicated training days per year to study, learn, test in an area of your choice related to your position
- Access to Pax8 Academy for on-demand and live, instructor-led courses
- Manager approved reimbursement for job-specific certifications
- Regular Lunch and Learns with topics ranging from service offerings to general professional and personal development
PERKS
- We have Employee Health and Term Life covered at our cost!
- Dental and Vision offered
- 401k with 4% match
- An easy-going environment and culture (we all enjoy what we do)
- A stand-up desk and high-powered laptop
- A proactive approach to ongoing training to help you develop life-long skills
CAREER GROWTH
For someone looking to progress their role, the Level 1 Technician naturally leads into roles such as: Level 2 Technician, Network Engineer, Account Manager, or Service Delivery Coordinator.
Pay: $18.27 - $20.67 an hour
Schedule:
- Full time
- Monday to Friday
- On call
- Overtime
Salary
$18.27 - $20.67 per hour
Salary : $18 - $21
