• NOC Technician II (NIGHT SHIFT)

    Posted Date 2 weeks ago(2 weeks ago)
    Posting Location
    Fort Mill, SC
    Req #
    R0013259
    Category
    Information Technology
  • Overview

    The NOC Technician II resource will be the point contact for all the Infrastructure Management Tech (IMT) I associates who are the front line for all customer calls and incident tickets. As part of Global Support Center team, the NOC Technician II will be working with IMT I associates, shift leads, team leads, Service Delivery Managers, Account Managers, CompuCom management, and clients in order to support the customers based on data collected from various log sources and client requirement. The NOC II will be also responsible for some leadership responsibility on the shift assigned outlined below.  

     

    THIS IS NIGHT SHIFT POSITION (Monday – Friday from 8PM to 5AM). Flexibility is a requirement to ensure the NOC II
    has the opportunity to work with the next tier teams to enhance skillset. Shift change will always be
    discussed and notified at least 1-2 weeks ahead.

     

     

    Responsibilities

    Operational
    - Answer incoming calls, the NOC II resource will be skilled to be last person to receive a call if the
    IMT I associates on the shift are unavailable to receive a call
    - Create, update, resolve, and close incident and/or change request tickets
    - Document all incident and change request tickets accordingly
    - Participate in technical collaborative meetings with Tier 2 internal support teams
    - Assist in next tier technical support for the IMT I associates prior to escalating to Tier 2 team
    - Escalate technical issues to Tier 2 team and follow-up as necessary
    - Monitor & managed shared team mailboxes
    - Attend daily and/or weekly required team meetings to stay up to date on changes or
    notifications that affect the Global Support Center
    - Assist in creating, updating, and reviewing technical and procedural documentation
    - Assist in problem management with internal teams and/or client or customer
    - Implement changes required based on the outlined Install, Validation, and Backout plan
    - Other tasks as necessary


    Supervisory
    - Responsible to be the shift’s first point of contact to report attendance issues
    - Responsible for documenting attendance issues and reporting back to leadership
    - Responsible for queue management and ensuring response time SLA’s are met
    - Responsible for communicating information from leadership or management team to the
    existing shift team members
    - Responsible for providing performance feedback for existing shift team members to leadership
    or management team

    Qualifications

    - 3 to 5 year’s working knowledge of network, network security, cybersecurity, server and cloud technology

    - Excellent analytical skills

    - Understands ITIL processes

    - Ability to identify problem trends

    - Familiarity with different type of logs for various types of network or security products

    - Excellent customer service skills

    - Strong foundation in at least 2 of the support scope: Networking, Network Security, Cyber Security, Server, Cloud, etc.

    - Strong knowledge of Linux and Windows platform

    - Experience supervising people

     

    Qualifications

    Requires 1-2 years of related work experience, or Associate’s degree, or technical training, or equivalent combination of education and experience.

    A+ certification required

    CCNA preferred

    CCISP preferred but not required

    ITIL Foundations preferred but not required

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