NOC Help Desk Agent; 2nd Shift, US REMOTE

What We Do :

We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen.

All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That’s what we do.

We’re the IT Department’s IT Department.

Who We Are :

Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It’s what makes Connection unique what drives us to innovate and create technology solutions that stand apart from the crowd.

We’d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.

Why You Should Join Us :

You’ll find supportive teammates and a rewarding career at Connection plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family.

Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive. We value the importance of our employees’ emotional well-being.

To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You’ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days.

The NOC Help Desk Agent works under direct supervision of the NOC Manager and / or NOC Team Lead and follows a variety of established procedures along with verbal and written instructions.

As the first point of contact, the NOC Help Desk Agent, assists users who call or email our Network Operations Center. While providing the highest level of customer service, the NOC Help Desk Agent answers incoming calls, responds to email alerts, uses a knowledge base tool along with their expertise to resolve Level 1 requests in a timely fashion.

The NOC Help Desk Agent escalates unresolved problem / issues / requests to the proper level 2 and 3 support team. Troubleshoots basic end user issues on various software applications, hardware, network, telecommunications systems and provides basic desktop support.

This is a 2nd shift position, Mon - Fri, 2PM-11PM. Role is remote and can sit anywhere in the US.

• Provides over-the-phone remote support to resolve NOC technical issues.
• Responds to tickets in a timely manner via phone, and electronically.
• Handles warm transfers to the next escalation point on more complex issues.
• Schedules time to work with end users to resolve issues timely.
• Tracks all work with detail and precision within the ticketing system.
• Acts as the go-to resource for client-based questions and support for Level 1 NOC issues.
• Provides exceptional customer service and interactions with clients, account managers, upper management, etc.
• Deliver quality service while adhering to service level agreements (SLAs) in a fast-paced environment.
• Update / create documentation as needed (user guides, admin guides, knowledge base articles, FAQs, quick reference guides, etc.
• 2+ years' experience in similar type of role.
• Microsoft Office skills to include creating presentations, creating documents in Word to include advanced formatting, creating spreadsheets to include the use of macros.
• Support commonly used software, hardware, and other equipment
• Familiarity with the fundamental principles of ITIL / SLA.
• Working knowledge in ticketing systems such as : ServiceNow, AutoTask, Zoho, etc.
• Working knowledge of monitoring software such as ManageEngine, Nagios, and SolarWinds.
• Working knowledge of Desktop and Server Operating Systems.
• Working knowledge of OS troubleshooting in Windows environment.
• Attention to detail when creating & updating tickets in ticketing system and in composing, keying, and proofing professional business materials.
• Customer-oriented with ability to listen to and anticipate the needs of the customer.
• Ability to handle constantly changing flow of traffic; remain productive during slow times, handles multiple tasks effectively during busy times, exercises patience and professionalism during stressful situations.
• Creative with ability to think around problems and come up with creative solutions.
• Takes ownership and responsibility of an issues from start through to a successful resolution.
• Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer’s issues.
• Good phone skills with ability to provide technical support over the phone in a professional manner.
• Adaptable with ability to switch tasks based on shifting priorities.
• Quick study with ability to master a situation or learn new things with minimum direction or training.
• Detail-oriented with item-by-item focus, meticulous attention to detail with ability to proofread for accuracy.
• Good problem-solving skills : ability to visualize a problem or situation and think abstractly to solve it.
• Excellent verbal and written communication skills.

ADDITIONAL HELPFUL EXPERIENCE :

• Working knowledge of networking principles (IP addressing, subnets, routing, switching).
• Working knowledge of antivirus, and various backup solutions.
• Working knowledge of VMWare / Hyper-V virtualization.
• Working knowledge of firewalls such as FortiGate, SonicWall, Sophos.
17 days ago