NOC Engineer

Managed Services team is responsible for providing post-sales support to the client’s internal environment, cloud tenants, and Managed Services business customers who have managed services contracts/agreements. Services range from managing hardware to fully managed solutions encompassing any or all of the following technologies: physical and virtual backup systems management, Cloud-hosted solutions, server architecture, VMware, Citrix VDI, Nutanix, etc.

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 Customer Success Manager/NOC Team Lead.

This is an on-site position in the Overland Park, KS office. Hybrid work is available following training, but employee must reside within the Kansas City metropolitan area.

Job Requirements:
This is a customer-focused role in which the NOC Engineer will be expected to handle and resolve customer issues via 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 p.m. to 9:00 a.m. CST.

• Strong technical, quantitative, and analytical skills
• Excellent customer service skills, both via phone and email
• 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 Virtual Apps and Desktops

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 managed services customers’ expectations and contractual requirements
• 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
• Work as part of the on-call rotation
• Must work from a Client-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 Customer Success Manager and Director of Managed Services

Managed Services Requirements & Expectations:

• Will be available via Slack, email, and phone to provide timely answers to team members, vendors, and customers
• Must be able to report to the Client headquarters located in Overland Park, KS during the assigned shift
• Perform after-hours duties on an on-call rotation and as-needed basis
• Assist the team where needed by actively working on customer issues, handling calls, assisting other team members in issue resolutions, etc.
• Contribute to the ongoing development of the team 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 Client experience.
• Must directly interact with various customers
• Ability to work within a team, both in-person and through virtual media outlets
• Capable of managing own workload with minimal supervision to meet tight deadlines
• Detail-oriented and process driven to see tickets through to resolution and/or escalation

Client Requirements & Expectations:

• Express a positive and confident, can-do attitude
• Dependable, adaptable, flexible and a team player
• Personal dedication to ongoing training and development
• Excellent organizational and problem-solving skills
• Strong oral and written communication 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 handle challenges and issues in a professional and supportive manner

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