About The Role

The NOC Team is the heart of our Support Operations division and an entry-level technical role.

This is a fast paced role that requires a shift in focus multiple times per hour and prioritization of work on the fly. The NOC handles all incoming tasks such as support and dispatch requests, technical systems alerts, resource coordination and interdepartmental communication, as well as resolving a portion of incoming support cases.

Essential Duties and Responsibilities

Act as a point of contact for all types of service requests.
Communicate directly with customers as needed.
Assist in coordination of the support teams to maximum utilization and improve communication.
Monitor alert systems and take appropriate action.
Assist in management of the emergency process for support requests requiring escalation.
Work with support technicians and management to do whatever is necessary to provide excellent service.
Continuously develop technical skills by resolving a portion of incoming support cases to enable progression to a technical support role.
Provide feedback on opportunities to improve process and workflow efficiency.
Professional and effective written and oral communication as well as excellent interpersonal skills: such as telephony skills, active listening and customer-care.
Basic computer, operating system and application knowledge.
Basic understanding of networking technologies and components such as switches, routers and firewalls.
Understanding of support tools, techniques, and how technology is used to provide IT services.
Ability to organize and prioritize work and adapt to changes quickly.
Self-motivated with the ability to work in a fast moving, team based environment.