Service Desk L1/NOC - US Day

SUMMARY

The Service Desk L1/NOC is
responsible for providing quality services and solutions to client customers
while maintaining a high level of client satisfaction. This hybrid role
combines first-level helpdesk support with proactive NOC monitoring
responsibilities — answering client calls and service requests, triaging and
resolving incidents, and monitoring infrastructure alerts generated through
client's RMM platform and network monitoring tools. This role provides Tier 1
technical support, determines problem severity, escalates appropriately, and
ensures client systems are proactively monitored and maintained. This role
operates across extended hours including evenings, weekends, and holidays to
support client’s 24x7 service delivery commitments.

JOB RESPONSIBILITIES

• Monitor the
  ConnectWise board and respond to alerts generated through client's RMM tool by
  providing technical troubleshooting and remediation.
  
• Answer client calls,
  emails, system alerts, and all correspondence in an appropriate and timely
  manner.
  
• Accurately and
  appropriately determine the severity of the problem or service request to
  establish priorities and assign service requests to the appropriate resource.
  
• Accurately and
  promptly log client problem information and create a service ticket using
  company-provided applications and technology.
  
• Provide Tier 1,
  first-level support resolutions; escalate to appropriate resources when
  resolution is beyond scope.
  
• Provide prompt
  communications to clients (internal and external) on detailed status
  information and estimated resolution times.
  
• Proactively monitor
  and remediate event logs and drive space on client servers and workstations.
  
• Provide remediations
  and support for move/add/change/delete type of requests.
  
• Troubleshoot systems
  and applications to identify proper resources to assign for resolution; verify
  functionality upon completion.
  
• Maintain client
  documentation including but not limited to AV and backup configuration, client
  contact information, and database records.
  
• Perform vulnerability
  remediation tasks and other proactive maintenance activities during periods of
  lower alert and ticket volume.
  
• Develop and contribute
  to best practices, operations procedures, and design documentation to create
  efficiencies.
  
• Accurately maintain
  and comply with documentation and administrative procedures in a timely manner,
  including ticket updates and time entry.
  
• Attend required
  company and department meetings.
  
• Act in accordance with
  client policies and procedures as set forth in the Employee Handbook.
  
• Perform other related
  duties as assigned.
  

QUALIFICATIONS

Education and
Experience:

• High school diploma
  and two years of relevant experience, or an associate degree in Information
  Technology or a related field; or equivalent combination of education and
  experience.
  
• Minimum 2 years of
  previous related experience required.
  
• Experience with
  several of the following systems preferred: AD Connect, Hyper-V, RDS/RDP,
  VMware/VDI, RADIUS, Duo, Azure, Microsoft 365, Intune, Autopilot, Teams,
  FSLogix, Citrix.
  

Licenses and
Certifications:

• MCSA (Microsoft
  Certified Solutions Associate), CMNA, CCENT (Cisco Certified Entry Networking
  Technician), CCA (Citrix Certified Administrator), VCA, EMC-SA, BAIS, A+,
  Network+ or Security+ Preferred
  

Required Skills:

• Solid understanding of
  the administration of network operating systems, applications, and services
  found in a client environment.
  
• Proficiency with
  business collaboration tools such as MS Office applications, Outlook, and
  company and client-specific programs.
  
• Solid customer service
  abilities including strong verbal and written communication skills with both
  technical and non-technical clients.
  
• Commitment and
  initiative — see tasks through from start to finish, self-starter who
  identifies and resolves problems in a timely manner and escalates appropriately
  when needed.
  
• Excellent
  organizational and time management skills — ability to prioritize and manage
  multiple tasks simultaneously, work within defined timelines, and adapt to
  changing priorities.
  
• Demonstrate accuracy
  and thoroughness; apply feedback to improve performance and monitor own work to
  ensure quality.
  
• Flexibility — adapt to
  changes in the work environment and adjust approach to best fit the situation.
  
• Teamwork — contribute
  positively to team outcomes, share responsibility, exhibit openness to others’
  perspectives, and welcome feedback.
  
• Enthusiastic and
  dedicated to the challenge of helping clients and colleagues solve problems.
  
• Function
  collaboratively as part of a fast-paced, client-oriented team operating across
  extended and non-standard hours.
  

JOB REQUIREMENTS

• Should be willing to
  accept a long-term work-from-home arrangement.
  
• This role is scheduled
  to support client’s extended-hours service delivery commitments.
  
• Shift schedules
  include evenings, weekends, and holidays. Specific shift assignments will be
  determined based on team coverage needs and may rotate (US Time Zone).