NOC Technician

Position Summary
The NOC Technician will be responsible for working in a team environment in support of DartPoints' mission critical suite of colocation and managed services. The NOC Technician will be the primary to cover team PTO requests in multiple facilities, multiple shifts, and assist Engineering Services with projects and day-to-day functions. This position is also responsible for the Knowledge Base edits, moderations, and documentation efforts.
Primary Responsibilities
Cover open NOC shifts
Assist with installation of colocation equipment
Physical server monitoring, management, and support
Provide timely customer interaction and support via call, e-mail, and portal request
Perform routine facility and equipment readings throughout data center facility
Assist customers with onsite installation and service requests
Notify Sales of potential sell-up opportunities based on events or customer interactions
All other NOC associate duties
Serve as primary trainers of new hire on boarding and existing NOC associates
Assist with staff development and ongoing training of DartPoints' products and services
Support DartPoints public cloud, virtual OS, backup, vaulting, and DR platform
Familiarity and support of multiple operating systems and anti-virus management
Maintain a working level of proficiency with all DartPoints co-location, Cloud, and Managed Service platforms
Serve as backup to local teams for facility related activities
Maintain and monitor ticket queue
Serve as a delegation/support for resolver teams to assist with deployments and projects
Ongoing maintenance, edits, and modifications to DartPoints' Knowledge Base (KB) including documentation of changes
Assist in the ticket quality and review process
Serve as mentors and subject matter experts to advise on NOC process and procedure
Participate weekly touchpoints
Provide knowledge updates, team chat, and training feedback to the NOC
Other duties as assigned by Supervisor or Manager

Qualifications

Education: (Required)
High School Diploma or Equivalent
College course work in related field or equivalent work experience
Related Work Experience: (Required)
Help Desk or Data Center experience - 2 years
Experience with EM7, ConnectWise, or other ITSM applications - 2 years
Troubleshooting process and procedures - 2 years
Other
Must be able to work flexible day and evening hours
Must be able to climb ladders and assist with installations
Must be able to lift equipment and packages of 50lbs or greater
Exposure to moderate noise levels
The following criteria apply to all positions:

Employees must complete individual quarterly objectives as assigned
Employees must demonstrate commitment to all corporate core values: Customers First, Integrity, Initiative, Problem-Solving

Disclaimer:

This job description has been designed to indicate the general nature and level of work performed by employees within this position and may change at any time with or without notice. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

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