Job Description
Job Title: NOC Support Technician
JOB SUMMARY:
Under general direction of the department manager, this person is responsible to provide help desk services, customer support, and provide consistent communication to the user base. This role will directly work with user systems supporting design, provisioning, installation and configuration of hardware and software. The Network Operations Center (NOC) Technician is an entry to mid-level position that works with various departments within the company, as well as vendors, to schedule and approve maintenances. This role is required to have knowledge of commonly used concepts, practices, and procedures within a 24 X 7 NOC environment.
Essential Functions:
Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.
Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.
Diagnose and resolve technical hardware and software issues.
Research required information using available resources.
Follow standard processes and procedures.
Identify and escalate priority issues per Client specifications.
Redirect problems to appropriate resource.
Accurately process and record call transactions using a computer and designated tracking software.
Offer alternative solutions where appropriate with the objective of retaining customers and clients’ business.
Organize ideas and communicate oral messages appropriate to listeners and situations.
Follow up and make scheduled callbacks to customers where necessary.
Stay current with system information, changes and updates.
JOB SPECIFICATIONS – Knowledge, Skills, and Qualifications:
Key areas for Technical Support to review when sourcing: Mandatory
Basic support of collaboration services (Zoom, Box, Slack) (customer
provided documentation)
Basic support for Log analytic tool (Sumo Logic, Datadog, Splunk)
(customer provided documentation)
Basic support for SIEM tool (Sumo Logic) (customer provided
documentation)
Basic support of Incident Management Tools (PagerDuty) (customer
provided documentation)
-
- Windows Server 2012-2019 – minimum 2 years of hands on experience
- Windows server configuration and server application support - minimum 2 years of hands on experience
- Window 10 - minimum 4 years of hands on experience
- On premise Active Directory, Microsoft DNS and DHCP configuration- minimum 1 years of hands on experience
- 0365 Email and Active directory - minimum 1 years of hands on experience
- Configuration of windows server and application troubleshooting- minimum 2 years of hands on experience
- Monitoring and Alerting/any - - minimum 1 years of hands on experience
Nice to have
- Virtual environment/any
- Backup and recovery/any
WORKING CONDITIONS / ENVIRONMENT & PHYSICAL DEMANDS:
Required to work in an office environment with moderate noise and moderate temperatures.
Incumbent may be asked to perform other duties as required.
Sit for long periods of time.
The information above describes the general nature of the position and serves as a summary of the typical job functions. It is not a comprehensive list of all possible job responsibilities, tasks, or duties.
DISCLAIMER:
Applicant must successfully complete company background check including DMV as well as pre-employment screening. Incumbent may be asked to perform other duties as required.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.
Equal Opportunity Employer – Minorities, Women, Disabled and Veterans are encouraged to apply.
About Quest:
Quest is a worldwide leader in technology management offering a portfolio of professional, cloud, and managed services. Either on-site or from one of over two dozen secure global service delivery centers, Quest offers Cloud, Disaster Recovery, Security, Network, Server Management and IT Staffing Solutions. QuestFlex®, a unique and flexible service level agreement, provides Quest's customizable services and solutions based on clients' requirements. For more information, please visit our website at: http://www.questsys.com/.
