Our NOC Engineers provide Tier1/Tier2 support for our managed services customers
Excellent customer service skills and people skills are a necessity
Ideal candidate has had systems engineering tech training (with some sort of certification - any of the base level CompTIA's, CCNA, etc.) or has 1-2 years of systems engineer experience
Someone who has only done hardware, desktop, or telecom support is not typically a candidate for this position
This position will report to our Customer Success Manager/NOC Manager,
This will be a night-shift position, working 9 pm until 9 am. This position has the same schedule every two weeks:
Sun: on, M: on, T: off, Wed: off, Th: on, Fri: on, Sat: on
Sun: off, M: off, T: on, Wed: on, Th: off, Fri: off, Sat: off
Note that we do typically have two people on the schedule each night, except for the weekends
We are looking for someone who wants to train, grow, etc. Their first training track will be a mix of CompTIA basics (Server +, Network+, etc.) as well as some of our vendor certifications (Nutanix, Palo Alto, Fortinet, Microsoft)
Hourly rate: $24.25 to $28.50 (would possibly entertain more if they have more experience) - and note that they will work 44 hours one week (40 hours at regular rate, plus 4 hours of OT at time and a half pay rate) and 36 hours the next week (36 hours at regular rate)
This position will be required to work some holidays. Company paid holidays that are worked are paid at 2X normal pay rate
We can't give a timeline on how long they will be on nights as it depends on 1) turnover and 2) their performance. When we have turnover in the NOC, we typically give the opportunity to move to our current staff to move to a swing shift (9 am to 9 pm) and allow the current swing shift to move to normal M-F 8 am to 5 pm shift. However, it depends on what shift the person departing is on, and how those that are on the night shift has performed. We also have one person on nights who has been on nights for years and wants to stay on nights, so we're ok with someone who wants to stay there as well.
What would my ideal candidate look like?
Some knowledge of Citrix, hypervisors, cloud (Azure, AWS) would be a plus
Someone who wants to grow - we're looking for the eager person who wants to go get certifications, etc. (we incentivize for certifications and we pay for the exams)
Someone who digs in - they want to troubleshoot and solve the problem, not just escalate it
Someone who likes to talk to people - they want to help customers and are willing and eager to talk to customers on the phone