NOC Help Desk Agent (Remote); 2nd Shift

<strong>Grow Your Career at Connection&nbsp;</strong><br /><br /><strong>Join a team where you make the difference. Enjoy a culture grounded by working together. Join a team whose future is bright. Your career opportunities are limitless.</strong>

Schaumburg, IL


<strong>Founded in 1982, Connection delivers valuable IT services and advanced technology solutions to business, government, education, and healthcare markets. Today, we serve our customers through our staff of highly trained Account Managers, our team of on-staff experts, and our efficient procurement websites. We are also proud to offer custom-configured computer systems from a ISO 9001:2015 certified technical configuration lab at our distribution center in Wilmington, OH.</strong><br /><br /><strong>Our company has over&nbsp;<a href="">2,500 technical certifications</a>&nbsp;that ensure our experts can solve any customer need, no matter how complex. Additionally, our GlobalServe offering delivers global procurement solutions through our network of 500 suppliers in 174 countries.</strong>

keywords: opportunity,position summary,duties,service delivery,communication,technical,performance,education & experience,skills


Overview: <br /> <p>Outstanding opportunity with our organization in support of our 24X7 Help Desk operations for our Network Operations Center (NOC) client base. We are looking for a NOC Level Agent that can respond to alerts, monitor for outages, and take action to remediate the outages. This role also has the potential of leading more to a networking career. This is a full-time, remote opportunity with excellent benefits including but limited to medical, dental, vision, 401K, tuition reimbursement, and 3 weeks of PTO.</p> <p>The NOC Level 1 Agent works under direct supervision of the NOC Team Lead selecting from a variety of established procedures along with verbal and written instructions. As the first point of contact, the role assists users who call or email our Network Operations Center, while providing the highest level of customer service. The role will be responsible for answering incoming calls, responding to email alerts, using a knowledge base tool along with their expertise to resolve level 1 requests in a timely manner. This person will also escalate unresolved issues or requests to the proper level 2 and 3 support team. This person will also troubleshoot basic end-user issues on various software applications, hardware, network, and telecommunications systems while providing basic desktop support.</p>
Responsibilities: <br /> <p><strong>Strong Customer Relationship Skills</strong></p> <ul> <li>Maintains and expands customer relationships through process improvement, communicating effectively, providing proactive recommendations, strategy planning, and updating and creating documentation as needed (i.e.: quick reference guides)</li> </ul> <br /> <p><strong>Service Delivery Process and Procedures Development</strong></p> <ul> <li>Follows and implements service delivery processes and procedures</li> <li>Will be organized, dependable and detail-oriented</li> <li>Working effectively in a collaborative and innovative team-oriented environment</li> <li>Provides technical support for 2nd or 3rd shift and work remotely.</li> <li>Develops standard operating procedures for use across the Lifecycle and Network Operations business as needed and maintains existing processes</li> </ul> <br /> <p><strong>Process Improvement/Training</strong></p> <ul> <li>Continues training on processes</li> <li>Communicates quick fixes and updates process and procedure documentation as needed</li> </ul> <br /> <p><strong>Technical Knowledge Maintenance</strong></p> <ul> <li>Stays current with system information, changes, and updates</li> <li>Becomes familiar with each client and their respective applications. Drafts, approves, and publishes documentation into the KB for standard fixes</li> <li>Familiarity with working from a ticketing system as part of a larger team</li> <li>Clearly communicates and follows expectations of all engineering tasks</li> <li>Proven troubleshooting methodology and a desire to solve challenges</li> <li>Create/perform testing (regression, functionality, performance, etc.)</li> <li>Working knowledge of OS troubleshooting in Windows environment.</li> <li>Working knowledge of Desktop and Server Operating Systems.</li> <li>Learns fundamental operations of commonly used software, hardware, and other equipment.</li> </ul>
Requirements: <br /> <ul> <li>2-4 years of experience</li> <li>Associate's degree or equivalent education and work experience</li> <li>CompTia A+ Certified</li> <li>Microsoft Office skills including creating presentations, creating documents in Word to include advanced formatting, creating spreadsheets to include the use of macros.</li> <li>Familiarity with the fundamental principles of ITIL/SLA</li> <li>Working knowledge in ticketing systems such as: Service Now, AutoTask, Zoho, etc.</li> <li>Working knowledge of monitoring software such as Manage Engine, Nagios, and Solarwinds</li> <li>Working knowledge of Desktop and Server Operating Systems</li> <li>Working knowledge of OS troubleshooting in Windows environment</li> <li>Attention to detail in composing, keying, and proofing professional business materials</li> <li>Customer-oriented with ability to listen to and anticipate needs of the customer</li> <li>Ability to handle constantly changing flow of traffic; remain productive during slow times, handle multiple tasks effectively during busy times, exercise patience and professionalism during stressful situations.</li> </ul>