NOC Specialist

Description

The Noc Specialist is someone who has been working in a sysadmin role for five or more years. Ideally you have experience in Level 2 and some Level 3 Help Desk and deliver excellent customer service in a professional environment. You understand high-quality customer service, respond with appropriate professionalism and urgency, and have a knack for adapting your interpersonal style to many different types of users. You understand how to support integrated enterprise applications, troubleshoot quickly and effectively, and keep users up-and-running. You know when to leverage the team to get the job done and value teamwork above all. You lead with strong communciation and a client-first mindset.

The NOC Specialist reports to the Service Manager of Centralized Services. Our office hours are 8am-5pm CT Monday through Friday.

Compensation: $45,000-$55,000 DOE

FSLA: Salary Nonexempt

Primary Responsibilities

• Substantial customer service focus with proven results for client satisfaction
• Demonstrate complete ownership of incoming client requests for service
• Address time sensitive issues promptly
• Identify, categorize, and organize tickets according to priority and severity
• Strong ability to work with executives and comunicate technical information in a professional and understandable manner
• Effectively leverage Connectwise Manage for ticket workflow and escalation process
• Candidates will be required to field incoming requests while working on several items at one time
• Must be able to meet deadlines and effectively communicate issues/solutions
• Technical Project experience is helpful
• Work in partnership with the team to help the client's technology evolve as they grow
• Remediate RMM Alerts
• NOC Tool Deployment Maintenance/Monitoring/Troubleshooting
• NOC Tool Stack Auditing
• Sys Admin Maintenance
• Sys Admin Best Practices implementation
• Sys Admin Reporting
• Patching of Workstations and Servers
• Backup Maintenance/Monitoring/Troubleshooting
• Backup Auditing
• Backup Testing
• Backup Recovery Incident Response
• Documentation
• Sys Admin Root cause analysis

Education and Qualifications

• Candidates must have five or more years of work experience in positions where he/she has supported Microsoft Windows Desktop OS AND Mac OS, Windows Servers, and general application support.
• Candidates must also have a degree in a relevant field of study OR a combination of equivalent certifications and equivalent work experience.
• Candidates with Linux/Unix administration experience highly desirable in this role
• Excellent communication and customer service experience
• Active DL and proof of Auto Insurance
• Experience with managing multiple integrated applications and projects related to ongoing improvements and enhancements
• Practical skills required with Desktop Hardware, LAN topology and end-user application support.
• A highly proficient level of experience with Windows Operating Systems is required.
• Proficiency in all Microsoft Operating Systems and Applications.
• Experience managing vendor relationships
• Certifications - MCSE, MCP, CompTIA A+ and Network+ are preferred but not required. Any additional specialized certifications are a plus.
• Working knowledge of server applications and services (Exchange, Active Directory, SQL, Backup Solutions, etc.)
• Working knowledge of desktop applications in a Windows environment (Antivirus, Office, misc. industry specific applications)
• Working knowledge of virtualization technology (both servers and workstations).
• Working knowledge of corporate backup solutions.
• Experience with iPads highly desirable
• Strong proficiency with O365 administration and support is highly desirable
• Proficiency with PowerShell scripting highly desirable
• Proficiency with SQL querying highly desirable

Soft Skills

Supervision/Autonomy

Able to independently set direction and scope of work. Able to evaluate the work of others and make decisions that affect personal or team productivity within a well-defined area of responsibility.

Planning/Organization

Able to organize incoming requests for work from multiple sources and plan projects without well-defined goals, maintaining day to day productivity with few requests for help.

Process Management

Understands and follows established processes. Able to adapt to ongoing changes in processes, priorities, tasks, and workload. Able to help develop and define processes and process improvement for Applied Tech.

Communication

Strong written and verbal communication skills. Demonstrates clear and professional written communication that conveys confidence and competence. Able to explain complicated concepts with poise to large groups.

People Skills/Conflict Management

Strong interpersonal skills for effective interaction with clients, third parties, and teammates. Able to demonstrate confidence in high-pressure situations and resolve conflicts.

Physical Requirements:

• Ability to use computers daily in an interactive manner for extended periods of time, possibly exceeding 8 hours per day
• Ability to sit for an extended period
• Ability to frequently and accurately communicate with employees, customers, and vendors in person, via the telephone or by email

NOTE: job description is not intended to be all-inclusive. Employee may perform other related duties as requested to meet the ongoing needs of the organization.