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Senior NOC Technician

2 months ago

Rochester, United States Insero Talent Solutions Full time

Insero Talent Solutions is recruiting a Senior NOC Technician for a manufacturing company in Rochester, NY.

General Responsibilities

Under the supervision of the IT director, provides quality desktop hardware and software deployment support for internal employees.

  • Has a strong desire to embrace technology as a means of improving service.
  • Provide timely resolutions to support requests while demonstrating customer care skill and practices, solid knowledge of PC equipment and configurations.
  • Working knowledge of LAN, WAN Citrix environments.
  • Ability to quickly diagnose and resolve problems relating to operating systems, hardware, applications, and networking while maintaining a friendly demeanor.
  • Excellent customer service skills, attention to detail, and ability to multi-task

    Specific Duties

  • Responsible for workstation builds/rebuilds, new user setups, equipment moves and other related jobs as needed.
  • Responsible for completing software installation requests using department tools and in accordance to department policies, procedures and scheduled timelines.
  • Performs desktop hardware and software troubleshooting, diagnostics, repair, testing, and upgrades. Logs, documents and closes customer incidents/requests through call tracking software and in accordance with established procedures.
  • Provides proactive and professional communication to customers regarding the status of their requests and ensure tracking software is updated with current information on request status. Provides basic training to end-users to use technology available to them as needed.
  • Provides employee support to remote sites. Must be willing and able to drive to remote site and perform special projects as assigned by management.
  • Works in a team environment and consults co-workers and procedures to optimize quality and achieve timely resolution. Assists or trains team members as needed in performance of their job duties.
  • Provides input on process changes and/or improvements to reduce end user down time or to enhance the quality of the desktops/software customers utilize.
  • Communicates effectively with customers, technical experts and all levels of management.

    Qualifications (specify required or desired):

  • Associates in a related field desired.
  • Minimum of 3-4 years Desktop Support industry experience and problem solving/troubleshooting.
  • Experience supporting Windows 7, Windows 10, Outlook, MS Office, Anti-Virus, current imaging and deployment solutions, and VPN.
  • Knowledge of Cisco VOIP solutions and analog phone systems a plus
    • Senior level is achieved with 10+ years’ experience, demonstration of leadership, and exceptional job proficiency