Springfield, IL
Overview:
Outstanding opportunity with our organization in support of our Network Operations Center for our external client base. We are looking for a remote NOC Help Desk Agent. This is a full-time, remote opportunity with excellent benefits including but limited to medical, dental, vision, 401K, tuition reimbursement, and 3 weeks of PTO.
This is a 2nd shift position – 100% remote, anywhere in the U.S. M-F, 2PM-11PM to cover CST time zone.
The NOC Help Desk Agent works under direct supervision of the NOC Manager and/or NOC Team Lead and follows a variety of established procedures along with verbal and written instructions. As the first point of contact, the NOC Agent, L1 assists users who call or email our Network Operations Center. While providing the highest level of customer service, the NOC Agent, L1 answers incoming calls, responds to email alerts, uses a knowledge base tool along with their expertise to resolve Level1 requests in a timely fashion. The NOC Agent, L1 escalates unresolved problem/issues/requests to the proper level 2 and 3 support team. Troubleshoots basic end user issues on various software applications, hardware, network, telecommunications systems and provides basic desktop support.
Responsibilities:
Customer Relationship Skills
- Maintains and expands customer relationships through:
- Excellent verbal and written communication skills
- Understanding of how to deliver quality service while adhering to service level agreements (SLAs) in a fast-paced environment
Service Delivery Process and Procedures Development
- Follows and implements service delivery processes and procedures
- Will be organized, dependable and detail-oriented
- Working effectively in a collaborative and innovative team-oriented environment
- Will be willing and able to be work remotely.
Process Improvement/Training
- Continuous training on processes
- Stays current on customer support processes
- Communicates quick fixes
- Updates process and procedure documentation as needed
Technical Knowledge Maintenance
- Stays current with system information, changes, and updates
- Becomes familiar with each client and their respective applications.
- Familiarity with working from a ticketing system as part of a larger team
- Proven troubleshooting methodology and a desire to solve challenges
- Working knowledge of OS troubleshooting in Windows environment.
- Working knowledge of Desktop and Server Operating Systems
- Learns fundamental operations of commonly used software, hardware, and other equipment
Skills, Knowledge and Abilities
- Computer knowledge with ability to operate keyboard for data entry. Type 40wpm
- Technical experience, 2+ years
- Microsoft Office skills
- Support commonly used software, hardware, and other equipment
- Support back-office hardware, printers, software, Web Applications, and other networks
- Familiarity with the fundamental principles of ITIL/SLA
- Working knowledge in ticketing systems such as: ServiceNow, AutoTask, Zoho, etc.
- Working knowledge of monitoring software such as ManageEngine, Nagios, and SolarWinds
- Working knowledge of Desktop and Server Operating Systems
- Working knowledge of OS troubleshooting in Windows environment
- Attention to detail when creating & updating tickets in ticketing system and in composing, keying, and proofing professional business materials
- Customer oriented with ability to listen to and anticipate needs of the customer
- Good phone skills with ability to provide technical support over the phone in a professional manner
- Adaptable with ability to switch tasks based on shifting priorities
- Friendly presence and helpful attitude while on the phone with customers or among teammates
- Understands the importance of handling and managing requests, issues, complaints and escalations professionally and with a sense of urgency.
- Understands the importance of regular follow up and status updates to customer and management on issues, complaints and escalations, and documents these actions in tickets.
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