NOC Technician I

22 hours ago

Greenville, South Carolina, United States Dartpoints Operating Company Full time
Job Summary

The NOC Technician I is a critical role within Dartpoints Operating Company, responsible for providing 24x7 monitoring of customer and DartPoints specific alerts, technical customer support to clients, and internal support to the NOC team.

Key Responsibilities
  • Assist customers with onsite installation and service requests, ensuring timely and efficient resolution.
  • Collaborate with the NOC team to monitor and manage all events related to facilities, managed services, network, and power.
  • Provide immediate customer interaction support via ACD, email, and portal requests, ensuring exceptional customer experience.
  • Perform routine checks and equipment readings throughout the data center facility, maintaining a high level of proficiency with all DartPoints' co-location, Cloud, and Managed Service platforms.
  • Actively monitor security and video surveillance systems, ensuring the safety and security of the facility and its assets.
  • Support local teams for facility-related activities, maintaining a strong working relationship with colleagues.
  • Establish and maintain security access for all customers, ensuring seamless access to the facility.
  • Properly identify and escort visitors to specified premise equipment, maintaining a high level of customer satisfaction.
  • Manage and monitor the ticket queue, assisting in the ticket quality and review process, ensuring timely resolution of customer issues.
  • Receive, pack, and ship customer equipment as required, maintaining a high level of professionalism and attention to detail.
  • Escalate events and issues to the proper departments in a timely manner, ensuring seamless communication and resolution.
  • Maintain and manage DartPoints abuse inquiries and notices to customers, ensuring compliance with company policies and procedures.
  • Provide initial troubleshooting of customer-related issues and events, ensuring timely and efficient resolution.
  • Update the DartPoints Knowledge Base (KB) with documentation of changes, maintaining a high level of accuracy and attention to detail.
Requirements
  • High School Diploma or Equivalent
  • College coursework in a related field or equivalent work experience
  • Valid driver's license, reliable transportation, and ability to pass a full background check
  • Demonstrated ability to work in a team environment
  • Experience in a customer service, technical, or client support role
  • Strong organizational and time management skills
  • Proficiency in MS Office products
  • Excellent communication and interpersonal skills
  • Commitment to corporate core values: Customers First, Integrity, Initiative, Problem-Solving
Preferred Qualifications
  • Help Desk or Data Center experience
  • Experience with ConnectWise or other ITSM applications
  • Troubleshooting process and procedures
  • Certifications: CCNA, CCNP, Network+
Benefits
  • 401K Retirement
  • Health Insurance
  • Life Insurance
  • Short- and Long-Term Disability

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