Tier 1 NOC Associate

3 weeks ago

Marietta, United States SageNet Full time
Company Overview

SageNet is a Network, Digital Signage, Wi-Fi and Cybersecurity Managed Services firm. Our relationship-driven approach and holistic Connect-Manage-Protect process sets us apart from the competition. SageNet delivers creative solutions, built-on best-of-breed technology, backed by world-class service and support. SageNet unites Internet of Things (IoT) managed services with wireless expertise to deliver secure, user friendly, and innovative monitoring solutions. With our Enterprise Managed Services, organizations can easily develop, deploy, monitor, and support devices across multiple mobile platforms and operating systems.

SageNet operates three US-based 24/7 NOCs/SOCs, a National Logistics Center, and a nationwide field service organization. We are proud to manage communications at more than 160,000 locations for our loyal, long-term customer base.

Job PURPOSE

The Tier 1 NOC Associate plays a pivotal role in delivering exceptional customer support through phone and email channels. They also proactively monitor customer equipment, networks, and applications related to SageNet's digital experience services. By ensuring customer environments are robustly supported, meticulously maintained, and consistently highly available, the associate contributes to overall network stability and customer satisfaction.

Duties and Responsibilities

  • Provide first level phone and email technical support for a variety of satellite and signage devices
  • Create case and document issue with clarity and conciseness
  • Prioritize and triage phone, email and monitoring system incidents
  • Document all work performed in a highly detailed and accurate manner in the incident ticketing systems
  • Escalate relevant incidents to Tier II or Management based on complexity or time constraints
  • Assist and /or consult with NOC team or management to achieve company defined SLAs
  • Adheres to all special instructions and documented processes
  • Dispatch relevant issues to Field Service
  • Develop and maintain excellent customer relationships
  • Diagnose, repair and update server systems, projectors, media players and satellite receivers
  • Troubleshoot and resolve network issues such as connectivity (LAN and WAN), switching and routing
  • Document relevant issues for population to the knowledge base
  • Willing to take ownership and take on other duties as assigned

Qualifications

To perform this role successfully, the Tier 1 NOC Associate must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill, education, and overall experience required for the role.

  • High School Diploma Required, Associates degree or equivalent from a two-year college or technical school or related experience in a technical setting.
  • 2-3 years TCP/IP networking preferred
  • 2-3 years RDP, FTP and VPN preferred
  • Basic PC/laptop software knowledge and skills, including installation, configuration, and troubleshooting
  • Knowledgeable in differences of video interfaces such as VGA, DVI, and HDMI
  • Familiarity with Linux and Windows OS preferred
  • Previous experience in a Network Operations Center or Help Desk preferred
  • Knowledge of satellite or signage equipment preferred
  • Familiarity with field service concepts, practices, and procedures
  • Excellent communication skills, both verbal and written
  • Comfortable working in a high-stress, fast-paced environment with shifting priorities
  • Excellent time management, organizational, and analytical skills
  • Self-starter who can find and resolve issues as they are identified
  • Ability to successfully interface with a wide range of personnel within the organization

Working Conditions

  • Flexibility to work any shift including holidays, weekends and nights, both on a semi-permanent or rotating basis as required
  • Compliance with company attendance standards

Physical Requirements

  • Productively work in a corporate office space as well as remotely.
  • Business casual work environment.
  • Be able to sit for long periods of time without issues
  • Extensive use of hands and fingers for typing and paperwork
  • Extensive use of eyes for reviewing knowledgebase articles, case notes, and as-built drawings

Classification*: Non-Exempt, Hourly employee

Position Type: Full Time

Travel Requirements: No travel expected for this role.

Direct Reports: None

Attention All Third-Party Agencies, Headhunters, and Recruiters
SageNet will not accept candidate submission by unsolicited third parties through this site or any company email address. All unsolicited candidates presented to SageNet will be considered the property of SageNet. SageNet will not be responsible for any fees associated with unsolicited candidates, nor will a contractual relationship be formed by the submission. SageNet is not obligated and will not under any circumstances pay any fees to said third parties submitting candidates in this manner. SageNet only forms contracts with recruiters with whom we have an established business relationship and with whom we have in place a signed agreement. All contact with SageNet from third parties must be through our Talent Acquisition Department. Any contact made outside of the SageNet Talent Acquisition Department by a third party will cancel any future business relationships between the third party and SageNet.

Please contact Katie.Halstead@sagenet.com for any questions.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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