Network Operations Center (NOC) Analyst Level 1 (Remote)

Essential Functions and Primary Duties

• Ticket Management:
  • Responsible for entering ticket notes and time into the ticketing system following documented processes to ensure proper documentation and resolution.
  • Review and manage their tickets daily to ensure client support issues are resolved within existing Service Level Agreements (SLAs).
  • Manages assigned tickets to ensure they are completed in a timely manner and ensures aging tickets are not excessive; escalates tickets to the appropriate team if unable to resolve.
• Asset management:
  • Assist in keeping our client's inventory accurate through asset discovery, stale device checks, andverifying all devices are properly classed and set up in using our Remote Monitoring and
  • Management (RMM) tool.
• Client Maintenance:
  • Identify and resolve anti-virus issues.
  • Complete patching updates and resolve patching issues.
  • Complete firmware updates to client firewalls and switches.
  • Complete software and hardware/firmware updates for clients.
• Technical Support (Break/Fix):
  • Make client username changes.
  • Troubleshoot user account issues and assist with user unlocks/password changes as needed.
  • Manage client user accounts, including new/termed users.
  • Setup new devices such as PCs, mobile devices, printers, etc.; coordinate and work with vendors
  • for device setups as necessary.
  • Provide support for PCs, printers, mobile devices, remote desktops, and other client devices.
  • Provide support for client software and applications such as core-financial applications, MicrosoftOffice / O365 (Outlook, Word, Excel, PowerPoint), Adobe, etc.
  • Microsoft stack support: Windows 10/11, Windows server 2016 through 2022, Office 2016/365,Azure/AD & Intune/MDM, Exchange hybrid/online.
  • Mobile Device Management support (Apple iOS, Duo, etc.).
  • Microsoft Bit locker support.
  • Provide Basic LAN/WAN network administration (including support of firewalls, whitelisting, etc.) and troubleshooting of network, internet connectivity issues.
  • Provide other technical support to clients based on individual technical skills and experience.
• Documentation:
  • Understand where to find pertinent information in our Knowledge Base to troubleshoot and resolve assigned tickets.
  • Update/flag missing or incorrect/outdated documentation and update as able.
  • Make recommendations to improve processes, procedures, and tools to improve overall efficiencies.
• On-Call:
  • Willing and able to participate in an after-hours on-call rotation.
• Training:
  • All new Service Desk staff participate in initial training in our system tools and procedures.
  • Complete required training on Service Desk tools.
  • Initiate self-study on our managed services tools and technologies that are most used by ourclients.
  • This position may be asked to create training for other members of the Service Desk team.

Preferred Qualifications

• Experience:
  • 2 years' experience in an enterprise service desk environment (Managed Services Provider experience strongly preferred) working with PCs, server support, network configurations including remote desktop servers, and mobile devices.
  • Active Directory experience is required.
  • Previous Managed Services or Call Center experience is preferred.
  • Experience working in highly regulated industries (financial, healthcare, etc.) is preferred.
• Education:
  • Associate degree in a related field of information systems or technology. Equivalent experience of four years may be acceptable in lieu of degree in some cases.
• Certifications / Licenses:
  • None required to be hired at this level
  • NOC Analyst Level 1 technicians may be expected to gain one new certification per year.
  • Preferred certifications include any mix of Microsoft, A+, Network+, ITIL/ITSM, Security+, N-Central, ConnectWise, VMWare, or Meraki.
• Technical Competencies:
  • NOC Analyst Level 1 technicians must have a strong working knowledge of computers and technologies, current operating systems, and common applications such as Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), Adobe, etc. Must be proficient in desktop, server, remote desktop, and network support. A good understanding of networking principles. Experience in Active Directory. The ability to manage multiple priorities, be detail oriented, and demonstrate strong logical troubleshooting skills are critical for this position. Experience with common MSP tools such ConnectWise, N-Able/N-Central, IT Glue (or similar tools), CyberHawk, Meraki and FortiGate(or similar tools) is a plus.
• Physical Qualifications:
  • This is a remote position. A laptop and some office accessories will be provided. Must possess ability to work in a home office setting and to use standard office equipment, stamina to maintain attention to detail despite interruptions. Ability to read printed materials and electronic documents, and ability to communicate in person and over the telephone. Individuals in client-serving positions must be able to travel to/from client sites and may require strength to lift and carry hardware weighing up to 50 pounds.
  • This position requires <20% travel.
• Personal Development Competencies:
  • Self-awareness (emotional intelligence, self-reflection, and professionalism) is to understand emotions, personal strengths, and growth areas, and have a strong sense of value.
  • Time and energy management (prioritization, wellness, project management) is to manage life in a productive, efficient, and successful way.
  • Interpersonal relationships (caring conversations, adaptability, influence) are to develop strong, caring, and trusting relationships.
  • Communication (written communication, verbal communication, listening) is to express concepts, ideas, and information to others.
  • Teamwork (building teams, engaging teams, leading teams) is to achieve more through the power of working with teams.
  • Empowering others (mentoring, sponsoring, coaching) is to inspire others to unlock their potential.

Qualifications Required

* High School Diploma or GED equivalent required
* Proficient use of applicable technology
* Ability to follow technical instructions and guidelines
* Able to work in a team environment
* Demonstrated ability to communicate verbally and in writing throughout all levels of an organization, both internally and externally
* Ability to travel as required by business and on-call availability
* Able to lift up to 50 lbs.

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