NOC Technician

Are you stuck spinning your wheels at your current job? Are you looking to find a job where you can ACTUALLY make a difference and feel appreciated? Look no further! Biz Technology Solutions is looking for a NOC Technician to help take our team to the next level. We are looking for a self-driven individual who likes to Have fun, is Accountable, willing to Adapt to an ever changing IT environment, is Passionate, and is ready to take their career to Elite status!

Who is Biz Technology Solutions?

We are an established and reliable IT company based out of Mooresville, NC. We provide full-service technology services to small to medium size businesses. Our main goal is to manage, support, and streamline IT to local businesses. Our operational maturity, unified business solutions and credibility are what set us apart from other managed service providers!

Why BTS?

While work is important, we also understand a work/life balance and corporate culture are critical to having happy employees! Our average employee tenure is 7 years. Some of the perks you will receive as a BTS employee:

• Competitive Pay
• Up to 9% bonus of yearly salary
• Flexibility to work from home
• Paid time off, paid holidays, and volunteer time
• Health, vision, and dental insurance
• 401K Plans
• Performance incentives pay
• Paid gym memberships
• On premise fully stocked snack bar, gym, meditation space, and gaming area
• Fleet of corporate vehicles to drive
• Social committee to plan social events and monthly catered breakfasts/lunches

The following responsibilities give an overview of what is expected from the Biz Technology Solutions, Inc. (BTS) NOC Technician position. Further adjustments may have to be made as determined by BTS management. NOC Technicians report directly to the NOC Team Lead. A NOC Technician’s primary role is to work service tickets generated by BTS remote monitoring and management (RMM) systems as well as other regularly scheduled or proactive service tickets triggered by back-end processes. Acceptable response and completion times are to be determined by BTS management based on workload.

Roles and Responsibilities:

• Service Tickets

• Overall responsible for completing and closing high volumes of service tickets generated by BTS N-Central RMM system. These include, but are not limited to, the three main areas of:

• Microsoft Patching – Through either back-end work or by working with the client directly, work to resolve patching issues with Microsoft Office, Windows 10, Windows 11, and Windows Server 2012/2016/2019. This can include fixing operating system patch mechanisms, manually installing patches, or working with end users to enforce reboot mandates.
• Anti-virus – Through either back-end work or by working with the client directly, perform troubleshooting of N-Central’s base “AV Defender” (BitDefender variant) solution including working with the vendor to open up support tickets to address issues to completion.
• Disk Space – Through either back-end work or by working with the client directly, work to review cases of low disk space and resolve the matter through either (with permission) deleting or moving unneeded files, uninstalling unneeded programs, or other such matters.
• May be called upon to work reactive “break/fix” service tickets created by the service desk during high ticket volume periods, as workload and schedule permit.
• Backups

• Work with NOC Team Lead to facilitate backup monitoring and remediation. Primary backup software are Datto and Veeam. Responsibilities include but are not limited to:

• Reviewing backup failures and reporting cause to NOC Team Lead.
• Learning to identify likely root cause and how to remediate.
• Working with software vendor when needed.
• Perform Datto and Veeam updates/upgrades.
• Documentation

• Assist NOC Team Lead in maintaining accuracy of IT Glue documentation.

Requirements:

• Maintain low ticket volume.
• Maintain desired response and resolution times on RMM board.
• Maintain CSAT of over 97% for any Service tickets.
• Maintain billable rate of over 75%.

• NOC Technicians require exposure to, and will mainly work within, these platforms:

• ConnectWise Manage
• N-Able N-Central
• IT Glue
• Datto
• ConnectWise Control / ScreenConnect
• Veeam
• RMM Managed AV (AV Defender / Sentinel One / etc)

Job Type: Full-time

Pay: $50,000.00 – $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Work Location: One location