NOC Engineer

NOC Engineer

Overland Park, KS

contract

Night-shift position, working 9 pm until 9 am. This position has the same schedule every two weeks :

• Sun : on, M : on, T : off, Wed : off, Th : on, Fri : on, Sat : on
• Sun : off, M : off, T : on, Wed : on, Th : off, Fri : off, Sat : off

Description

The Managed Services team is responsible for providing post-sales support to Choice Cloud business customers who have managed services contracts / agreements.

Services range from monitoring hardware to fully managed solutions encompassing any or all of the following technologies : VPN, Citrix, router

protocols, firewall monitoring, physical and virtual backup systems management, O365 management and hosting.

The NOC Engineer I is responsible for monitoring the help desk console for new alerts, working new break / fix and existing tickets as assigned, documentation, assessments, and scripting.

The NOC Engineer I will also assist Professional Service Engineers and other departments within managed services with tasks and tickets as required or directed by the NOC Manager.

Technical Responsibilities :

• Update tickets with detailed notes until resolved or escalated
• Achieve and maintain required certifications and complete additional training programs for continued growth
• Handle and resolve incoming Managed Services and Help Desk work tickets; must be knowledgeable of technical details and be able to clearly explain to nontechnical end users
• Ensure all services are delivered on time and in accordance with Client Cloud’s business customers’ expectations and contractual requirements
• Contribute to the ongoing development of the Managed Service function by sharing knowledge, experience, and expertise with other team members
• Ensure all aspects of the department business as usual operations can be maintained to meet customers’ requirements
• Work to ensure SLAs are met according to contractual requirements and ensure progress updates are provided to the customer as required where service issues are identified.
• Assist the team where required by actively working on customer issues, handling calls, etc.
• Manage the Managed Services Queue during assigned rotations and proactively help to keep the queue caught up when there is downtime
• Directly interact with customers by phone or email and may have to handle multiple accounts / issues simultaneously
• Must work from a client-provided virtual desktop during the assigned shift, and handle or prioritize after-hours requests and tasks appropriately and professionally
• Other responsibilities as assigned by the NOC team lead and / or Director of Managed Services

Requirements

This is a customer-focused, on-site role in which the NOC Engineer will be expected to handle and resolve customer issues through phone and email.

This specific role is for a resource with a strong background in troubleshooting methodology and identifying issues that need to be escalated to problem management for resolution.

This role will be a part of the Tier 1 / 2 escalation team and will have a work shift consisting of rotating days, Sunday through Saturday, from 9 : 00 pm to 9 : 00 am CST.

This position will work 3 or 4 nights per week.

• Strong technical, quantitative, and analytical skills
• Professionally assertive
• Able to deal with challenging customer and staffing issues in a professional and supportive manner and to see these through to resolution and / or escalation
• Good academic background with a degree or equivalent qualification in Information Technology, Business Studies, Computing, or relevant subject is a plus
• Should be proficient with at least one of the following : Microsoft AD, O365, Citrix XenApp or Citrix XenDesktop; Microsoft MCSA or MCSE a plus

Managed Services Requirements & Expectations :

• Will be available via Slack, email, and phone to provide timely answers to team members, vendors, and customers
• Must report to the Client Solutions HQ location in Overland Park, KS office during the assigned shift
• Perform after-hours duties on an on-call rotation and as-needed basis
• Assist the team where required by actively working on customer issues, handling calls, assisting other team members in issue resolution, etc.
• Contribute to the ongoing development of the Managed Service function by sharing knowledge, experience, and expertise with other team members
• Interact with the Service Delivery Team, Professional Services Engineers, and Account Managers to provide our customers with the Client Experience
• Must directly interact with various customers
• Experience within a Multi-Tenant Managed Service environment
• Ability to work within a team, both in-person and virtual media outlets for remote contacts
• Capable of managing own workload with minimal supervision to meet tight deadlines
• Detail-oriented and process driven and to see tickets through to resolution and / or escalation
• Bi-lingual is a plus Client Solutions Requirements & Expectations :
• Express a positive and confident, can-do attitude
• Dependable, adaptable, flexible, and a team player
• Personal dedication to training and development
• Excellent organizational and problem-solving skills
• Strong oral and written communications skills
• Professional appearance, attitude, and communication
• Timely delivery of required internal documents such as time sheets and expense reports
• Maintain confidentiality in all aspects of client, staff, and agency information
• Able to deal with challenges and issues in a professional and supportive manner
2 days ago