General Summary:

The NOC team provides remote support to a wide variety of managed service customers, including business, school, local government and tribal organizations. The NOC Support Technician is responsible for supporting and maintaining customers’ computer hardware, software and networks, including desktops, servers, switches, routers, wireless access points, firewalls, printers and backup systems. The technician works closely with customers via telephone and email, along with responding to alerts for managed devices.

Essential Job Functions:

• Provides remote support for Windows desktop and server operating systems.
• Provides remote support for switches, routers, wireless access points, firewalls and backup systems.
• Provides remote support for printers and other peripherals.
• Produces firewall report analysis and notification.
• Answers and responds to network alerts.
• Provides backup server support.
• Performs system hardware and communication connection diagnostics, troubleshooting and repair.
• Assists customers with all support needs, efficiently track time and provide detailed work-performed documentation.
• 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 Internet browsers; Microsoft Office, and other types of 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 respond promptly to customer needs, requests for service and assistance.
• Ability to problem solve, using all available resources to find resolution.
• Ability to communicate verbally and in written formats with customers, co-workers and business associates in a professional and courteous manner.
• Ability to function effectively as a team player.
• Ability to adapt to changes in the work environment and external influences.
• Ability to manage competing demands and change approach or method to best fit the situation.
• Ability to undertake self-development activities.

Education and/or Experience:

Degree in Information Technology, Information Systems, Computer Science, Computer Engineering or related fields; or a minimum of two year’s related experience and/or training; or equivalent combination of education and experience.
Certifications, Licenses, Registrations:
CompTIA A+ or equivalent education/certification highly preferred.
Microsoft certification 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.