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
Description
The Managed Services team is responsible for providing post-sales support to Choice Cloud business customers who have managed services contracts/agreements. Services range from monitoring hardware to fully managed solutions encompassing any or all of the following technologies: VPN, Citrix, router
protocols, firewall monitoring, physical and virtual backup systems management, O365 management and hosting.
The NOC Engineer I is responsible for monitoring the help desk console for new alerts, working new break/fix and existing tickets as assigned, documentation, assessments, and scripting. The NOC Engineer I will also assist Professional Service Engineers and other departments within managed services with tasks and tickets as required or directed by the NOC Manager.
Technical Responsibilities: • Update tickets with detailed notes until resolved or escalated • Achieve and maintain required certifications and complete additional training programs for continued growth • Handle and resolve incoming Managed Services and Help Desk work tickets; must be knowledgeable of technical details and be able to clearly explain to nontechnical end users • Ensure all services are delivered on time and in accordance with Client Cloud's business customers' expectations and contractual requirements • Contribute to the ongoing development of the Managed Service function by sharing knowledge, experience, and expertise with other team members • Ensure all aspects of the department "business as usual" operations can be maintained to meet customers' requirements • Work to ensure SLAs are met according to contractual requirements and ensure progress updates are provided to the customer as required where service issues are identified. • Assist the team where required by actively working on customer issues, handling calls, etc. • Manage the Managed Services Queue during assigned rotations and proactively help to keep the queue caught up when there is downtime • Directly interact with customers by phone or email and may have to handle multiple accounts/issues simultaneously • Must work from a client-provided virtual desktop during the assigned shift, and handle or prioritize after-hours requests and tasks appropriately and professionally • Other responsibilities as assigned by the NOC team lead and/or Director of Managed Services
Requirements
This is a customer-focused, on-site role in which the NOC Engineer will be expected to handle and resolve customer issues through phone and email. This specific role is for a resource with a strong background in troubleshooting methodology and identifying issues that need to be escalated to problem management for resolution. This role will be a part of the Tier 1/2 escalation team and will have a work shift consisting of rotating days, Sunday through Saturday, from 9:00 pm to 9:00 am CST. This position will work 3 or 4 nights per week. • Strong technical, quantitative, and analytical skills • Professionally assertive • Able to deal with challenging customer and staffing issues in a professional and supportive manner and to see these through to resolution and/or escalation • Good academic background with a degree or equivalent qualification in Information Technology, Business Studies, Computing, or relevant subject is a plus • Should be proficient with at least one of the following: Microsoft AD, O365, Citrix XenApp or Citrix XenDesktop; Microsoft MCSA or MCSE a plus
Managed Services Requirements & Expectations: • Will be available via Slack, email, and phone to provide timely answers to team members, vendors, and customers • Must report to the Client Solutions HQ location in Overland Park, KS office during the assigned shift • Perform after-hours duties on an on-call rotation and as-needed basis • Assist the team where required by actively working on customer issues, handling calls, assisting other team members in issue resolution, etc. • Contribute to the ongoing development of the Managed Service function by sharing knowledge, experience, and expertise with other team members • Interact with the Service Delivery Team, Professional Services Engineers, and Account Managers to provide our customers with the Client Experience • Must directly interact with various customers • Experience within a Multi-Tenant Managed Service environment • Ability to work within a team, both in-person and virtual media outlets for remote contacts • Capable of managing own workload with minimal supervision to meet tight deadlines • Detail-oriented and process driven and to see tickets through to resolution and/or escalation • Bi-lingual is a plus Client Solutions Requirements & Expectations: • Express a positive and confident, can-do attitude • Dependable, adaptable, flexible, and a team player • Personal dedication to training and development • Excellent organizational and problem-solving skills • Strong oral and written communications skills • Professional appearance, attitude, and communication • Timely delivery of required internal documents such as time sheets and expense reports • Maintain confidentiality in all aspects of client, staff, and agency information • Able to deal with challenges and issues in a professional and supportive manner