Summary
The NOC Engineer will work as part of the Tier-1 & 2 Escalation Team and have a work shift consisting of rotating days, Sunday through Saturday, from 9:00pm to 9:00am CST (3 or 4 nights per week).
Responsibilities
- Monitor the Help Desk Console for new alerts, work new break/fix and existing tickets as assigned including documentation, assessments, and scripting.
- Assist Professional Service Engineering and other departments within Managed Services with tasks and tickets as required or directed by the NOC Manager.
- Handle and resolve incoming Managed Services and Help Desk work tickets; must be knowledgeable of technical details and be able to clearly explain to nontechnical end users.
- Work to meet SLAs according to contractual requirements and ensure progress updates are provided to the customer as required where service issues are identified.
- Manage the Managed Services Queue during assigned rotations and proactively help to keep the queue caught-up when there is downtime.
- Directly interact with customers by phone or email and may have to handle multiple accounts/issues simultaneously.
Requirements
- Ability to work a shift consisting of rotating days, Sunday through Saturday, from 9:00pm to 9:00am CST (3 or 4 nights per week).
- 1+ years of system engineer experience plus certification (any of the base level from CompTIA, CCNA, etc.).
- Strong background in troubleshooting methodology and identifying issues that need to be escalated to problem management for resolution.
- Ability to handle and resolve customer issues through phone and email.
- Proficiency with at least one of the following: Microsoft AD, O365, Citrix XenApp, or Citrix XenDesktop.
- Must be knowledgeable in network technology and be able to explain technical details clearly to nontechnical end users.
Preferred
- Microsoft MCSA or MCSE.
- Knowledge of Citrix, Hypervisors, Cloud (Azure, AWS), etc.
This is a Direct Hire opportunity with our Overland Park, KS client. Excellent Medical/dental benefits. H1-B Visa sponsorship is not available for this position. No third-parties, please.