Job Details

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NOC Engineer

HOUSTON-77003, TX, US
09/26/2018

-

Required Skills

Interpersonal skills

Company

Infinity Consulting Solutions, Inc

Experience

Job Description

AMAZING OPPORTUNITY to grow your career in a top of the line NOC here in Houston!!!

Essential Duties and Responsibilities:

· IT Support relating to technical issues involving Microsoft's core business applications and operating systems

· Support of disaster recovery solutions

· Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security

· Basic remote access solution implementation and support: VPN, Kaseya and other tools

· Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets

· System documentation maintenance and review in ConnectWise

· Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Additional Duties and Responsibilities:

· Improve customer service, perception, and satisfaction

· Fast turnaround of customer requests

· Ability to work in a team and communicate effectively

· Work with the CSRs to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently

· Escalate service requests that require engineer level support

· Responsible for entering time and expenses in ConnectWise as it occurs

· Enter all work as service tickets into ConnectWise

Knowledge, Skills, and/or Abilities Required:

· Advanced understanding of operating systems, business applications, printing systems, and network systems

· Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care

· Diagnosis skills of technical issues

· Ability to multi-task and adapt to changes quickly

· Technical awareness: ability to match resources to technical issues appropriately

· Service awareness of all organization's key IT services for which support is being provided

· Understanding of support tools, techniques, and how technology is used to provide IT services

· Typing skills to ensure quick and accurate entry of service request details

· Self-motivated with the ability to work in a fast moving environment

Currently use a mix of both Windows 8/10 and Mac OS X, and Active Directory, so familiarity with these technologies is a big plus. Candidates should have 2-5 years of experience in a helpdesk or similar customer-facing role.

Third Party Applications Not Accepted