Help Desk/NOC

Job Description

This is a full-time career opportunity with responsibility for providing first and second level support of inbound customer calls, emails, and incident tickets. This position provides a key contribution in the success of managing our client’s networks and relationships. This is achieved by quickly resolving incidents that our clients open tickets for and by proactively monitoring alerts and tickets generated by RMM tools. NOC support requires the ability to understand a broad range of supported applications and have a strong foundation of technical expertise with a variety of software and both PC and Mac hardware. The ability to timely and accurately identify and document incident troubleshooting and resolutions is key, as is providing accurate triage and escalation of reported incidents and determining which high priority issues necessitate escalation.

This position reports to the Manger of the NOC and job performance is evaluated based on the quality of results obtained, metrics, and on-going feedback from our clients.

Essential Qualifications:

• Dynamic, professional, team-oriented, organized, detail oriented individual
• Excellent communication and customer relationship skills
• Ability to prioritize and work on multiple projects simultaneously
• Strong computer and typing and grammar skills and the ability to effectively communicate via e-mail and phone
• Proven knowledge of basic networking configurations and troubleshooting
• Experience remotely troubleshooting & configuring print, scan, and faxing solutions
• Advanced knowledge of Windows Desktop Operating Systems
• Intermediate knowledge of Windows Server Operating Systems
• Advanced knowledge of Microsoft Office Suite Applications
• Practical experience with Office365 cloud application administration and configuration
• Practical working knowledge with BDR and imaging solutions
• Experience with all types of mobile devices and platforms
• Experience with Mac OS platform and applications
• Problem-solving abilities and ability to meet reasonable deadlines
• Performs a variety of tasks of varying complexity with minimal supervision
• Respond to requests for technical assistance via phone, electronically via remote assistance tools, and occasionally in person
• Research questions using available information resources
• Follow and adhere to escalation policy and daily responsibilities

Required Education/Experience/Skills:

• 3+ year’s professional experience in computer networking, NOC, or helpdesk environment.
• Associate’s degree in computer technology field or equivalent computer-related work experience and relevant certifications

Preferred Education/Experience/Skills:

• Experience in managing multiple client network environments
• Experience in working with a managed service provider
• A+, NET+ and/or relevant Microsoft or industry preferred certifications
• Experience working with ConnectWise PSA/Ticketing, LabTech RMM or other industry equivalent NOC software solutions

Benefits

This is a full-time position that includes team bonuses and sales commission incentives. We also offer our full-time employees a comprehensive benefits package including medical, dental, certification-training programs, employee retirement plan, paid vacations and holidays.

Job Type: Full-time

Experience:

• Connectwise: 1 year (Preferred)
• BDR: 1 year (Required)
• Labtech: 1 year (Preferred)
• Office 365 admin/configuration: 1 year (Required)
• Practical Firewall Configuration: 1 year (Required)
• Remote monitoring/management system: 1 year (Required)
• Domain File/Print Admin: 1 year (Required)

Education:

• Associate (Preferred)

Job Location:

• Twin Cities, MN (Required)