NOC Technician, 100% Remote

NOC Technician

More than 48 million Americans have some form of hearing loss. ClearCaptions service and equipment removes communication obstacles through its commitment to making lives better and adhering to the belief that every word matters. As a Federal Communications Commission (FCC) certified telephone captioning provider, ClearCaptions follows the highest industry standards for privacy, security and professionalism on all of our captioning calls. ClearCaptions is dedicated to developing fast, easy and life-changing communications for hard-of-hearing individuals. If you’re looking for a wide-open field for real growth and opportunity, as well as making a difference in real peoples’ lives every day, look no further.

Position Summary:
The NOC is the central point of communication for the IT organization. Communication between the different technical teams flows through the NOC. Because of this, NOC team members need to be able to effectively communicate technical issues with technical and non-technical people. NOC techs handle systems monitoring, alert triage, client requests and escalate issues to higher-level resources as necessary. NOC members will find themselves in an ideal position for learning a wide collection of technologies and candidates can look forward to crucial experience with Cisco gear, Linux and Windows servers and the engineers who built the systems.

Responsibilities:

• Create, investigate, resolve or escalate trouble tickets for issues received via monitoring systems, telephone, email, or client portals for issues relating to, but not limited to:
• Server and network alerts
• Remote Access (VPN) Connectivity
• Network connectivity issues
• System backups
• Remote network discovery and troubleshooting
• DNS, email, spam filtering and web hosting
• Understand and deliver on ticket escalation expectations
• Own the responsibility of your tickets by ensuring statuses are kept current, documentation is clear and issues are resolved. Tickets must be updated in real time as events and actions occur.
• Reporting progress to clients and notifying them of resolutions through various sorts of documentation
• Solid ability to communicate effectively with both technical staff and end users; by providing exceptional client service skills.
• Attends to obligations and supports other company initiatives as directed.

Qualifications:
Skills and Knowledge required:

• 1-3 years of experience with Network Operations support in a professional environment
• Associates Degree in Networking and Systems Administration or equivalent work experience
• Willingness to work flexible schedules and support a 24X7 operation.
• Requires strong problem solving, time management, flexibility, and communication skills
• Must have the ability to multi-task, organize and document many tasks at one time

Certifications:
CCNA or CCENT, ITIL (Foundation level) are a plus.

Physical Requirements:
Employees may experience the following physical demands for extended periods of time:

• Sitting, standing and walking (95-100%)
• Keyboarding (95-100%)
• Viewing computer monitor, tablet and cell phone screen requiring close vision (95-100%)
• Lifting up to 50lbs.

Work Environment:
Work is performed in a business environment. Travel to company and customer sites, including some that are out of state may be required.

Compensation:
A competitive compensation package will be awarded to successful candidates.

Disclaimer:
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job.

ClearCaptions is an equal opportunity, at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin.