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NOC Support Specialist

2 months ago

East Hanover, New Jersey, United States BlackHawk Data Full time

Position Overview:

Are you ready to take the next step in your career? At BlackHawk Data, a pioneering technology integrator, we are seeking a dedicated and skilled NOC (Network Operations Center) Technician. Our firm specializes in delivering comprehensive solutions across Networking, Cloud, Collaboration, Data Center, and Security services.

Key Responsibilities:

  • Efficiently manage incoming customer service requests, ensuring prompt responses and resolutions in line with established Service Level Agreements (SLAs).
  • Conduct routine preventative maintenance on managed devices to ensure optimal performance.
  • Collaborate with field technicians to confirm repairs and system tests, addressing any recurring issues.
  • Diagnose and resolve network-related challenges, including connectivity issues and performance degradation.
  • Generate and analyze performance reports for managed services, working closely with NOC and Field Engineering teams.
  • Maintain clear communication with clients regarding service interruptions and maintenance activities, documenting all actions taken.
  • Ensure customer technical documentation is accurate and up-to-date.
  • Develop and refine installation and configuration procedures, maintaining necessary certifications.
  • Perform operating system updates and security assessments on client environments.
  • Be available for flexible shift scheduling and participate in an on-call support rotation.

System Management Duties:

  • Oversee IT infrastructure management, including Microsoft Active Directory, Exchange, DNS, DHCP, and cloud services.
  • Manage server infrastructures, ensuring reliability and performance.
  • Utilize monitoring systems to maintain system integrity and performance.
  • Troubleshoot desktop and operating system issues effectively.
  • Provide recommendations for system integration and troubleshooting solutions.
  • Manage security environments, including firewall configurations and updates.

Qualifications:

  • A minimum of 5 years of experience in technical support, particularly in event and incident management.
  • Proven expertise in networking technologies, including routers, switches, and security protocols.
  • Strong understanding of network protocols such as TCP/IP, DNS, and VPNs.
  • Excellent problem-solving skills and a proactive approach to technical challenges.
  • Experience in Help Desk or NOC roles is essential, with relevant certifications being a plus.
  • Exceptional communication skills and a strong commitment to customer service.

Preferred Qualifications:

  • Active certifications in Fortinet or Cisco technologies.
  • Experience with cloud services and virtualization technologies.

We offer a competitive salary and a comprehensive benefits package, including health, dental, and vision insurance, along with a flexible work schedule. This is a full-time position requiring availability for various shifts.