NOC Help Desk Agent – US REMOTE

Responsibilities:

• 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
• Update/Create documentation as needed (user guides, admin guides, knowledge base articles, FAQs, quick reference guides)
• Create standard operating procedures on all solutions implemented
• Providing proactive recommendations
• Demonstrating continuous improvement
• Participates in strategy planning discussions with technical, business, and client partners

• 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
• Provides technical support for 2nd or 3rd shifts
• Will be willing and able to be work remotely.
• Develops standard operating procedures for use across the Lifecycle and Network Operations business as needed and maintains existing processes

• Continuous training on processes
• Stays current on customer support processes
• Communicates quick fixes
• Updates process and procedure documentation as needed

• Stays current with system information, changes, and updates
• Becomes familiar with each client and their respective applications.
• Drafts, approves, and publishes documentation into the KB for standard fixes
• Familiarity with working from a ticketing system as part of a larger team
• Clearly communicates and follows expectations of all engineering tasks
• Proven troubleshooting methodology and a desire to solve challenges
• Create/perform testing (regression, functionality, performance, etc.)
• 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

• Computer knowledge with ability to operate keyboard for data entry. Type 40wpm
• Microsoft Office skills to include creating presentations, creating documents in Word to included advanced formatting, creating spreadsheets to include the use of macros.
• 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
• Ability to handle constantly changing flow of traffic; remain productive during slow times, handles multiple tasks effectively during busy times, exercises patience and professionalism during stressful situations
• Creative with ability to think around problems and come up with creative solutions
• Takes ownership and responsibility of an issues from start through to a successful resolution
• Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer’s issues
• 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
• Quick study with ability to master a situation or learn new things with minimum direction or training
• Detail oriented with item-by-item focus, meticulous attention to detail with ability to proofread for accuracy
• Good problem-solving skills: ability to visualize a problem or situation and think abstractly to solve it
• Excellent verbal and written communication skills
• Judgment with ability to formulate opinions, compare and decide with good sense
• Interpersonal skills with ability to work well with all levels of the organization
• Good listening skills with ability to receive information completely and understand what is being said
• 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.