Responsibilities:
- The NOC Engineer is responsible for multi-level support that includes diagnosing, troubleshooting and resolving Server and Network issues in a fast paced-dynamic environment
- The NOC Engineer answers incoming support requests, inquiries, and emails to determine if problems are user, software or hardware related; analyzes problems/issues/inquiries; addresses issues personally when possible; assigns severity levels to the appropriate technician and; follows through to resolution
- This position will work from the ITSM queue to manage alerts and incidents created by our monitoring tools.
- Troubleshoot technical issues assigned by the NOC Team Lead and Director of Managed Operations including hardware, software and network communication issues.
- Responsible for answering phones, email and tickets for incoming support requests
- Performs various administrative tasks across various OS platforms.
- Escalates issues quickly and efficiently in accordance with documented Service Level Objectives
- Provide proactive maintenance on as required
- Available for occasional late shift work.
- Available for scheduled on-call support.
- Maintains strong customer service skills when dealing with clients, vendors and Anexinet personnel
- Advises Anexinet management of client support or reoccurring technical issues
Qualifications, Knowledge, Skill Required
- Excellent customer service skills
- Excellent troubleshooting techniques
- Excellent communication skills including the ability to translate technical information to non-technical users
- Strong Server OS Knowledge, Linux, Unix, Windows
- Effective analytical and creative problem-solving skills
- Strong organizational skills and keen attention to detail
- Ability to work well in a team environment, to handle pressure and multiple projects simultaneously and to manage work under tight deadlines
- Experience in cloud-based technology such as AWS, Azure, Google GCP, Office 365, G-Suite
- Must be flexible, able to multi-task and enjoy working in a diverse, results-oriented workplace where a premium is placed on teamwork
Experience
- 5+ years experience working within a NOC, Server Support or Network Administration position
- Associates degree or equivalent technical certificate required or relevant work experience will be considered
- CCNA, MCSA and/or AWS certification preferred
- Prior experience working for an MSP or Value-Added Reseller preferred but not required
- Must be a team oriented individual
- Must have a good personality with a sense of humor
All your information will be kept confidential according to EEO guidelines.
