NOC Escalation Engineer

Job DescriptionJob Description

Job Description

We are currently seeking a self-motivated and dedicated individual to join our expanding Network Operations Center (NOC) team. This role will require a broad array of technical knowledge and troubleshooting skills to support a wide range of equipment. The primary responsibilities include providing support to our customers, interfacing with our ticketing platform, working in our Managed Services system, and providing backup support for our Field Engineer staff. As most of our NOC support consists of remote phone assistance, excellent communication skills are a must. The qualified individual will possess superior customer service skills and the ability to problem solve and multi-task effectively in stressful situations. The capacity to work independently as well as part of a team is critical. While a majority of work can be performed remotely, occasional onsite service for clients may be required.

Essential Functions

• Respond to requests from customers for technical assistance via phone and remote support tools
• Diagnose and resolve technical hardware and software issues within a timely manner
• Serve as a technical escalation point for the NOC team when standard troubleshooting does not resolve an issue
• Follow standard help desk procedures
• Collaborate with peers, customers, and vendors for appropriate working solutions
• Accurately track and document all technical issues in a detailed format
• Achieve daily utilization goals
• Participate in on-call rotation schedule
• Stay current with technology changes, updates, and practices

Experience Required

• Degree in IT relevant field and/or equivalent certifications
• 4+ years’ experience troubleshooting in a multi-user environment and ability to handle multiple concurrent tasks
• Experience with: Windows XP/7/8/10/11, Windows Server, Microsoft Exchange Server, and Office 365
• Working knowledge of VMware, cloud/virtual computing, and wired and wireless
• Ability to provide end user desktop support of Microsoft Office, CRM, and ERP software
• Hands-on experience with server, desktop, and networking hardware
• Proven ability to be detail-oriented and manage time effectively
• Exceptional verbal and written communication skills necessary to effectively collaborate with peers and to present and explain highly technical information to stakeholders with limited technical knowledge

 

The Company is an equal opportunity employer and does not discriminate in hiring or employment, in accordance with the requirements of all applicable laws, including race, color, religion, national origin, ancestry, age, gender, marital status, military status, sexual orientation, disability, or medical condition.

Company DescriptionIntegrated IT Group is a comprehensive provider of managed, shared and stand-alone services for business data systems, network, wireless, telephony, video surveillance, interactive collaboration and online productivity tools for our clients. These services include backup and disaster recovery, cloud solutions, and hardware and software sales and are available to companies in commercial and public sector markets throughout Northeast Ohio.Company DescriptionIntegrated IT Group is a comprehensive provider of managed, shared and stand-alone services for business data systems, network, wireless, telephony, video surveillance, interactive collaboration and online productivity tools for our clients. These services include backup and disaster recovery, cloud solutions, and hardware and software sales and are available to companies in commercial and public sector markets throughout Northeast Ohio.

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