Sr NOC Help Desk Agent

Imagine finding a career where you’re rewarded for doing what you do best—helping others.

Schaumburg, IL

CONNECTION

<p><strong>At Connection, our purpose is simple: we connect people with technology. From hardware&mdash;PCs, printers, servers, and more&mdash;to cutting-edge cloud, cybersecurity, and professional IT services, we design, build, and support the IT solutions that thousands of companies, schools, and government agencies rely on every day. Back in 1982, we started out with two employees and a phone line. Today, Connection is a Fortune 1000 IT solutions partner operating in 174 countries around the world&mdash;still driven by that startup mentality and guided by our original purpose. We&rsquo;d love for you to join us and make your mark on the future of technology.&nbsp;</strong></p> https://www.connection.com/

keywords: position summary,authorized to work in the u.s.,what we do,who we are,why you should join us,customer service,technical,procedure,assist,experience,skills

Full Time

$28.00/Hr. - $31.49/Hr.

Overview: <strong>What We Do:</strong><br /><br />We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That&rsquo;s what we do. We&rsquo;re the IT Department&rsquo;s IT Department.<br /> <br /><strong>Who We Are:</strong><br /><br />Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It&rsquo;s what makes Connection unique&mdash;what drives us to innovate and create technology solutions that stand apart from the crowd. We&rsquo;d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.<br /> <br /><strong>Why You Should Join Us:</strong><br /><br />You&rsquo;ll find supportive teammates and a rewarding career at Connection&mdash;plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family. Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive. We value the importance of our employees&rsquo; emotional well-being. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You&rsquo;ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days. <br /> <br />Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.<br /><br /> <br />The Senior NOC Help Desk Agent provides advanced technical support for Level 2 and Level 3 issues within the Network Operations Center. Acting as the primary escalation point for NOC Help Desk Agents, this role monitors alerts, manages outages, and supports NOC customers. The position also offers growth opportunities into networking-focused roles for candidates with relevant experience or interest.<br />
Responsibilities: <ul> <li>Resolve complex Level 2 and Level 3 NOC issues via phone, email, and remote tools.</li> <li>Respond to system alerts, monitor outages, and remediate service disruptions.</li> <li>Manage escalated customer issues and advise on next steps.</li> <li>Work directly with customers to support services, onboard devices, and maintain client-specific knowledge.</li> <li>Perform SOC tasks such as vulnerability scans, SIEM monitoring, antivirus management, and log analysis.</li> <li>Maintain accurate help desk records and adhere to NOC procedures and SLAs.</li> <li>Create and execute testing: regression, functional, and performance.</li> <li>Assist with onboarding, training, and mentoring junior NOC Help Desk Agents.</li> <li>Update and maintain NOC processes, procedures, and SOP documentation.</li> <li>Communicate clearly regarding NOC engineering tasks and provide proactive improvement recommendations.</li> <li>Deliver exceptional customer service and maintain strong client relationships.</li> </ul>
Requirements: <ul> <li>Experience supporting Windows Server environments.</li> <li>Knowledge of networking technologies: switches, firewalls, routing, and basic network troubleshooting.</li> <li>Familiarity with SOC tools and security monitoring (SIEM, antivirus, log analysis).</li> <li>Strong problem-solving, troubleshooting, and communication skills.</li> <li>Ability to mentor and guide junior team members.</li> <li>Customer-focused with a professional, proactive approach.</li> </ul>