NOC & Triage Technician

Overview

The NOC & Triage Technician is responsible for day-to-day queue management consisting of routing incoming support tickets, diagnosing Customer requests, identifying trends, and reporting on ticket metrics to drive continuous improvement. Also, the technician will be diagnosing and resolving network issues, maintaining our network infrastructure, and collaborating with our IT team to enhance our network's performance.

The Customer Support, NOC Technician is a member of the Success Operations Team who is able to operate in a fast-paced environment and quickly make decisions and adjustments based on incoming ticket volume, pattern recognition, and variance to baseline.

To be successful in the role this person will need to be well organized, adaptable, and highly knowledgeable in Outreach support. The goal for this role is to manage incoming ticket capacity to meet customer commitments from an SLA and experience perspective. This role is directly accountable for routing tickets to the resource that can most effectively solve customer queries, as well as rolling up their sleeves when needed to handle Customer requests.

A qualifying candidate is expected to have a home workspace that includes a private, quiet area for meetings and conference calls and there may be occasional travel. The NOC team provides 24x7x365 support to the company and therefore some NOC positions require an after-hours schedule. The role also includes an on-call escalation rotation.

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Responsibilities

• Collaborating with the IT team on the development and maintenance of network infrastructure.
• Perform initial triage of customer cases with documented solutions and/or workarounds, answering support queries via different communication channels in a timely efficient manner.
• Communicate incidents and outages to customers and employees.
• Troubleshooting/triage of issues within their defined areas.
• Running diagnostic tests on the communication between networks.
• Monitoring production applications using all monitoring tools provided, the production software itself and any other means by which you need to ensure all issues are caught proactively.
• Owning and managing all incident reports from start to resolution with system health monitoring/management, customer/internal team communications, tracking and documenting all defects and resolutions in detail through a designated ticketing system.
• Escalate tickets as needed across departments and teams.
• Get information and report it effectively and timely to the company and external support pages according to documented and agreed to procedures.
• Be familiar with high priority clients/programs and general users.
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Requirements

• Bachelor's degree in computer science, information science, or specialization in network engineering.
• Certified Cisco, CompTIA, or Microsoft network professional preferred.
• Windows and Azure knowledge preferred.
• 2+ years of experience preferred in NOC technician or Customer Service, preferably in a Technical SaaS environment.
• Advanced knowledge of network technologies, connectivity, protocols, and security.
• Great interpersonal, communication, and collaboration abilities.
• Excellent organizational and time management skills.
• Technical background and ability to learn and absorb technology quickly.
• Superb analytical and problem-solving skills.
• On-call availability outside of business hours to resolve urgent network issues.