NOC Technician

GENERAL SUMMARY:

The Network Operation Technician is responsible for providing remote service and support needs for Atlantic’s Managed IT customer base. This relates to all technology at the client site, including workstations, servers, printers, networking equipment, and vendor-specific hardware and software.

Essential Duties and Responsibilities:

• IT support relating to technical issues involving Microsoft's core business applications
• Support services for Microsoft related technologies. This includes Windows 10/11 and Windows Server operating systems, as well as Azure, Active Directory, the Microsoft Office suite and Office365
• Ability to troubleshoot network equipment including firewalls, switches and wireless network components
• Provisioning and installation of hardware and software as they relate to user workstations.
• Remote access solution installation and support: VPN, Terminal Services, RDS and AVDs
• Ability to troubleshoot VMware environments
• Strong communication skills, keeping the clients informed of their problem status and resolution.
• Improve customer service, perception, and satisfaction
• Ability to work in a team
• Escalate service issues that cannot be completed within agreed service levels
• Understand processes in the ConnectWise trouble ticketing system, providing timely updates of status to the clients and providing problem resolution details
• Utilize RMM and available network monitoring tools to diagnose problems remotely
• Ensure documentation is properly entered and updated in the IT Glue database

Knowledge, Skills, and/or Abilities Required:

• Minimum of 3 years troubleshooting end-user IT issues
• A+, Network+, Server+ certification or equivalent preferred.
• VMware, networking, and firewall knowledge.
• Excellent problem-solving skills, ability to troubleshoot and diagnosis technical issues in a timely manner
• Ability to work independently to find technical solutions, and an understanding of when problems should be escalated
• Ability to multi-task and adapt to changes quickly, including re-prioritizing assignments.
• Service awareness of all organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Self-motivated with the ability to work in a fast-moving environment