NOC Desktop Support Tech I | Hybrid

JOB SUMMARY:

The Network Operations Center (NOC) Desktop Support Technician will support and troubleshoot end-user systems, including both hardware and software, telephony, printers, scanners, Zoom video conferencing, and other technologies as required. Individuals will possess executable knowledge of MS O365, desktop imaging, mobile devices, network switches, Meraki firewalls, virtual AWS servers, and end point security.

POSITION RESPONSIBILITIES:

• Maintains a "customer first" demeanor to ensure customer satisfaction by actively and consistently supporting all efforts to enhance the customer experience and reduce customer frustration.
• Proactive problem solver; Expert research and trouble-shooting skills using specific product knowledge, system tools, and established standard operating procedures.
• Resolve problems within defined SLAs.
• Working knowledge of Internet, URLs, email, LAN/WAN, Active Directory, DNS, DHCP, VPN, VOIP, Windows, MAC OSX, Apple iOS, Android, and Telephony principles.
• Design and refine desktop configurations.
• Lead and/or participate in desktop, and peripheral additions, and changes, as well as building or station moves as required.
• Takes ownership of issues, promptly responds to alarms, alerts, and customer raised requests.
• Provide outstanding, clear, consistent, and regular communication, with internal and external customers/stakeholders, as well as Management.
• Proactive monitoring of our customers' networks and infrastructure.
• Rapid restoration of end-point services.
• Documents all issues within the incident ticketing system.
• Works with internal & external resources to resolve all issues.
• Identify and escalate any issues that can't be resolved.
• Understand all Zivaro Managed Services offered and client environments.
• Maintains upkeep of training materials and process information for the NOC, including Standard Operating Procedures (SOPs), Job Aids, RunBooks, and applications.
• Effectively manage ticket load.
• Maintain accurate hardware and software inventories.
• Motivate others and lead by example in a team environment.
• Perform other duties as assigned.

QUALIFICATIONS:

• Associate's degree in a technical related discipline, a college technical school degree, or, equivalent experience desired.
• 6months - 2 years' of experience working in a Help Desk environment and/or a Network Operations Center supporting desktop operations and Tier I technical requests desired.
• Previous experience configuring and troubleshooting corporate network environments.
• Strong desire to participate in continuing education in one of the following: (network engineering, cloud computing architecture, data center engineering, security engineering, cyber-security engineering.)
• Ability to work off hours, weekends, or night shift as required to support a 24 x 7 Network Operations Center (NOC) (uncommon).
• Professional office demeanor and attire.
• Excellent oral and written communication skills.
• The ability to lift up to 50 lbs.

U.S. Citizenship is required for most positions at Zivaro due to security clearance requirements for government/federal contracts held by Zivaro.

EEO STATEMENT

ZIVARO fully subscribes to the principles of Equal Employment Opportunity. It is our policy to provide employment, compensation and other benefits related to employment based on qualifications, without regard to race, color, religion, national origin, age, sex, veteran status, disability, sexual orientation, gender identity or any other basis prohibited by federal, state or local law. In accordance with requirements of the Americans with Disabilities Act, it is our policy to provide reasonable accommodation upon request during the application process to eligible applicants in order that they may be given a full and fair opportunity to be considered for employment. As an Equal Opportunity Employer, we intend to comply fully with applicable federal and state employment laws and the information requested on this application will only be used for purposes consistent with those laws.

40 Flex

40 flex