Job description
The NOC Specialist will be accountable for leading the technical support for all trouble tickets, service orders, monitoring customer and internal networks, and supporting new products. The NOC Specialist will be actively involved in the day-to-day operation of the technical support for the company.
PRIMARY DUTIES & RESPONSIBILITIES:
Repair of the installed Fiber/ILEC/CLEC customer base
- Legacy copper dial tone/DSL/Bonded
- Fiber Optic Internet/Phone
- Wireless support for client’s network/devices
- Remote and on-site repair
Support sales and project management
- Actively ‘upselling’ products and services
Support Field Technicians
- Assist installation technicians with troubleshooting
Document best practice for provisioning, installs, and process
- Create or assist with creating and improving processes, SOG’sOn-site visits to customer premise when necessary
Maintain exemplary MTTR (mean time to repair) and call availability statistics
Interact with complex database and management systems supporting customers
Resolve PC hardware and sofrware issues for employees both remotely and in person
Build and deploy new PCs, cell phones, accessories, etc. to employees
Resolve issues with other IT related office equipment, printers, desk phones, etc.
User account management in Active Directory, new users, password reset, security group
User account management for various systems used by employees
Resolve found security vulnerabilities
Work with servers, hardware, OS and software, as needed
Assist with any other IT needs
QUALIFICATIONS
- Candidate must be self-motivated
- Ability to create trust within the organization and work collaboratively with all levels of the organization
- Must be organized and results-focused
- Must be interested in new technology
REQUIRED EXPERIENCE & KNOWLEDGE:
- Associates degree or a combination of education and experience
- IT experience required
- Call center experience a plus
- Troubleshooting knowledge required
- PC/IoT device
- Wireless
- Networking
- Security
- Familiarity with current systems and software
- Windows desktop, Windows Server, Linux
- Microsoft Active Directory
- Microsoft 365
- Project Management software
- Ability to work with customers and employees to explain technical items in ‘everyday’ terms
Job Type: Full-time
Salary: From $20.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Schedule:
- 8 hour shift
Ability to commute/relocate:
- Phelps, NY: Reliably commute or planning to relocate before starting work (Required)
Experience:
- Help desk: 1 year (Preferred)
- Windows: 1 year (Preferred)
Job Type: Full-time
Pay: From $20.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Schedule:
- 8 hour shift
Ability to commute/relocate:
- Phelps, NY 14532: Reliably commute or planning to relocate before starting work (Required)
Education:
- Associate (Preferred)
Experience:
- Customer service: 1 year (Preferred)
- Active Directory: 1 year (Preferred)
- Windows: 1 year (Preferred)
Work Location: One location
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