Network Operations Center Engineer— T2
Salary Commensurate with experience— Full Time — Exempt
General Summary:
The position of NOC Engineer is a strategic technical position within the organization. This position will be primarily in-office in Tampa, FL. Responsible for interacting directly with ConnectOn customers and their staff while performing technical support for workstation endpoints, servers, mobile devices, cloud services, networking, and ConnectOn provided tools, including monitoring, analyzing, troubleshooting, and reporting on the IT Infrastructure of customer environments. Technical, analytical, and writing skills are critical. Additionally responsible for running network diagnostic tools, comparative analysis, customer communication, and compiling information in management reports.
Essential Duties and Responsibilities:
Interact with customers to provide support via phone, email, and our ticketing system. Providing technical consulting, system configuration, and troubleshooting.
Troubleshoot Customer issues on Server, PC, laptop, mobile device, cloud solutions, on-premises networking devices, or any other technology we support.
Identify the root cause of IT issues and work diligently to research and solve them, eliminating recurring IT issues.
Provide response, diagnosis, and resolution to client requests and system-generated alerts.
Provide support for internal Tier 1 Engineers.
Engages in an analysis of hardware or software systems for best practices.
Analyze, test, and modify customers’ computer systems based upon their unique design specifications and computing environment to resolve technical issues.
Engage in the administration and provide support for ConnectOn Managed Tools, Office 365, anti-virus, anti-spam, email archiving, managed backups, and other services offered by ConnectOn.
Document all customer interactions using business automation and ticketing software. Documenting customer interaction, troubleshooting, and results clearly and concisely.
Perform system documentation when required.
Enter time into our system to ensure our key metrics and service level agreements are attained.
Work in a team environment to develop and improve support processes.
Understand when to escalate a service request and ask for help from team members with subject matter expertise.
Improve service documentation to help customers and minimize client services utilization.
Learn our companies’ standards of delivering world-class service to ensure alignment with our team, including our technologies, processes, and metrics for success.
Knowledge / Skills / Abilities Required:
ConnectOn, Inc. recommends and strongly encourages employees to maintain industry certifications. MCSE – Productivity, Cloud Platform and Infrastructure, MCSA Office 365, Microsoft Server, SonicWall, Cisco, VMWare, CompTIA A+, CompTIA Network+
Strong communication skills.
Ability to achieve successful outcomes in handling difficult situations and work with various customers and management levels.
Ability to create process and standards.
Analytical and troubleshooting skills.
Ability to work in a fast-paced environment.
Ability to manage multiple priorities and follow through on projects to completion.
Shows initiative and acts independently to resolve problems.
Experience with Microsoft Online Products and Services.
Effectively utilizes tools to resolve issues and escalate appropriately.
Educational / Vocational / Previous Experience Required:
2-4+ years of IT experience.
Bachelor’s Degree or one additional year of work experience.
A strong understanding of relevant technologies, solutions, troubleshooting, & support.
Experience with SonicWALL Physical and Virtual appliances.
Experience with Microsoft Online Products and Services.
Experience with Server hardware and software.
Experience with Virtualization solutions.
Experience with Business Disaster Recovery Backup solutions.