Well established Managed Service Provider (MSP) is in need of an experienced Level II Network Operations Center (NOC) Engineer to join our team. This position is typically 95% technical phone support and 5% field support however this may vary (travel provided by company car). Please read over the entire job description and apply if you meet the requirements, strictly enforced.
This successful person will work in a fast paced environment and thrive on developing and maintaining customer relationships by supporting their IT environment. The person will provide both first and second level support to clients both remotely and onsite when the need arises. The person will act as the client’s advocate, escalate support calls to senior engineers and management for resolution, ensure rapid resolution, and a high level of overall customer satisfaction.
The candidate **MUST** have the following to be considered for the role: – Certifications such as A+ or Network+ – 3-5 years experience supporting Windows XP/Vista/7 and MAC – 3-5 years experience supporting Windows Server 2003/2008/2008R2 (All editions including Small Business Server) – 3-5 years working experience in a Tier “1″ phone technical support environment. – 3-5 years experience with installing/uninstalling PC hardware/software. – Good troubleshooting skills with a wide variety of 3rd party software
The candidate *MUST* have the following:
- Experience with Windows XP/7 in a domain environment, including mass deployment – Windows Server (2003 / 2008 / 2008R2) Active Directory administration and management – Exchange Server setup/configuration of Server, Client, Users, and Protocols – Terminal Services experience setting up a TS Farm as well as RDSH for session desktops – Technical and Practice knowledge of DNS and DHCP; How it works and troubleshooting – Experience performing first/second-level Windows Server operations support – Expert skills in Windows Core servers (AD/DNS/DHCP/DFS) – Enterprise Ticketing System (preferably Connectwise) – Enterprise Management System (preferably Kaseya) – Enterprise Configuration, Deployment, and Management of Backup software and AV (preferably Acronis and Kaspersky, respectively)
Areas that would separate you from the rest: – Experience with Cisco Firewalls, Routers, Switches – Experience with VPNs – Experience with Linux and Linux Monitoring tools – Experience with Windows 8 and Server 2012/2012R2 – Resolve open tickets will little or no direction; a person of initiative to find a solution, being creative at times
Primary Functions: – Provide first and second level service desk support for a variety of technology issues via phone and email using enterprise class Remote Management and Monitoring tool. – Open/Close service requests – Update service requests – Keep coworkers informed of the status of their tickets – Meet all SLA and quality goals as measured by the department – Assist Level 1 NOC Engineers with escalation of tickets they are challenged with – Assist Level 3 NOC Engineers with Project Management tasks
Secondary Functions: – Work on proactive support activities to improve NOC operations and efficiencies – General client administration activities – Create knowledgebase articles where applicable