General Summary:

A NOC Support Technician supports managed customers via phone and email requests and responds to alerts for managed devices. Provides support for desktops, printers, servers, firewalls and related systems.

Essential Job Functions:

• Provides remote support for desktops, printers, servers and firewalls.
• Produces firewall report analysis and notification.
• Answers and responds to network alerts.
• Provides backup server support.
• Works with NOC Network Administrator and Centralized Services Technician to determine where further administration and automation is needed.
• Maintains confidentiality.
• On Call rotation.

Other Responsibilities:

• Performs all other related duties as assigned by Management.

Knowledge, Skills & Abilities:

• Knowledge of Desktop PC, printer and other peripheral hardware.
• Knowledge of SonicWall firewalls.
• Knowledge of network printers
• Knowledge of Microsoft Professional Operating Systems. Basic Knowledge of Microsoft Server Operating Systems.
• Knowledge of IE, Firefox and Chrome browsers, Microsoft Office, and other types of business application software.
• Knowledge of TCP/IP and the protocol stack.
• Knowledge of basic network diagnostics and troubleshooting techniques required.
• Knowledge of Company policies and procedures.
• Ability to write clearly and informatively.
• Ability to respond promptly to customer needs, requests for service and assistance.
• Ability to problem solve and find resolution.

Education and/or Experience:

Degree in Computer, Information Technology, Information Systems and/or related fields, or one to three years related experience and/or training; or equivalent combination of education and experience.

Certifications, Licenses, Registrations:

A+ Certification preferred.

Other Qualifications and/or Credentials:

MCP (Microsoft Certified Professional) for relevant Windows Professional OS preferred.

Physical Requirements:
 

PHYSICAL REQUIREMENTS	0-24%	25-49%	50-74%	75-100%
Seeing: Must be able to read computer screen and various reports.				X
Hearing: Must be able to hear well enough to communicate with employees and business contacts.				X
Standing/Walking:	X
Climbing/Stooping/Kneeling:	X
Lifting/Pulling/Pushing:	X
Fingering/Grasping/Feeling: Must be able to write, type, and use phone system.				X
Sitting				X

Working Conditions:

Good working conditions with the absence of disagreeable conditions. Climate controlled building with adequate lighting and space. The noise level in the work environment is usually moderate.

Note:

To perform this job successfully, an individual must be able to perform the essential duties satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Disclaimer:

The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.