General Summary:

The Golden West Technologies’ Network Operations Center (NOC) is the technical core of our Technology Leadership offering, providing proactive management of our clients’ technology infrastructure. The NOC team strives to elevate the experience of our customers in two distinct ways: 1) Systematically and thoroughly addressing the reactive, day-to-day problems that crop up in any technology solution and 2) Using a standards-based and prioritized approach to regularly audit, report and rectify root causes of both operational and cybersecurity risk. This approach provides our customers with a reliable, secure and low “noise” technology infrastructure upon which they can build their organizations. The NOC team manages approximately 50 core customers across the region in a variety of verticals, including business, K-12 & post-secondary schools, local government and tribal organizations.

The NOC Support Technician II role is primarily reactive – responding to customer issues to provide a quick and comprehensive solution to their technology problems. However, the position does include some proactive work, typically monitoring systems, tools and alerts to address underlying issues. The NOC Support Technician II 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. Additionally, this position is responsible for serving as an escalation point for junior NOC technicians, addressing the more complex or more sensitive technology issues encountered by customers. The technician works closely with customers via telephone and email, providing clear and concise information and updates during the troubleshooting of issues. The NOC Support Technician II also analyzes and responds to network and security related alerts for managed devices/services.

Essential Job Functions:

• Provide an escalation point for NOC Technician I, to include training and coaching to enhance their problem solving skills.
• Take the lead on more difficult tickets that may require more expertise and/or knowledge.
• Provides advanced remote support for Windows Desktop and Server operating systems.
• Provides advanced remote support for switches, routers, wireless access points, firewalls and backup systems.
• Provides advanced remote support for printers and other peripherals.
• Efficiently tracks time and provides detailed work-performed documentation.
• Develops and updates detailed customer network documentation within documentation platform.
• Performs advanced firewall and PC diagnostics, troubleshooting and repair.
• Provides advanced backup server support.
• Works with NOC Technical Alignment Engineer 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:

• Must be familiar with all NOC systems.
• Advanced knowledge of Microsoft Desktop and Server operating systems.
• Advanced knowledge of industry standard hardware types (servers/SANs/switches etc.).
• Advanced knowledge of virtualization with VMWare and Hyper-V.
• Advanced knowledge of LAN/WAN and wireless technology.
• Advanced knowledge of troubleshooting hardware and software applications.
• Advanced knowledge of Microsoft applications including Microsoft Office, Active Directory, DNS, DHCP and Group Policy.
• Advanced knowledge of network diagnostics and troubleshooting techniques.
• Knowledge of Company policies and procedures.
• Ability to communicate clearly in both verbal and written forms.
• Ability to respond promptly to customer needs, requests for service and assistance.
• Ability to work with frequent interruptions in a fast-paced environment.
• Ability to problem solve and find resolution.

Education and/or Experience:

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

Other Qualifications and/or Credentials:

Microsoft desktop certification highly recommended. Microsoft server certification preferred.

Physical Requirements:

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.