NOC Engineer I

Overland Park
Posted 1 month ago

NOC Engineer

General Information

  • Job Title: NOC Engineer I
  • Location: 7015 College Blvd., Suite 300, Overland Park, KS, 66211  |  United States
  • Employee Type: Regular Full Time
  • Job Category: Managed Services
  • Manage Others: No

Job 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 Choice 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 Choice-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, remote 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 Choice 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 Choice 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

Choice 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

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