NOC Support Technician
Company: Telit
Location: Mount Prospect
Posted on: August 4, 2022
Job Description:
Position Overview:The NOC Support Technician will be responsible
for day-to-day monitoring of systems, applications, and the
Customer Support center. This position provides Tier I support for
all problems with wireless hardware, software, and other
computer-related technology issues and inquiries. This position
will review systems to collect information about problems and
perform diagnostic procedures to determine the source of errors.
This individual must be able to log and track calls using incident
management software, maintain historical records and related
problem documentation, and perform triage on all incoming requests
to ensure that tickets are routed to the appropriate group for
resolution. Daily activities will be driven primarily by recurring
system health checks, responding to automated system alerts, and
handling customer calls and emails.Responsibilities:
- Proactively act on events reported by various monitoring
tools.
- Perform initial troubleshooting and escalate internally and
externally as required.
- Generate, review and track trouble tickets.
- Communicate directly with customers by email and
telephone.
- Take ownership and resolve customer incidents per set
guidelines.
- Develop technical documentation and troubleshooting guides for
NOC, IoT, and Support center personnel.
- Provide training to new technicians as required.
- Provide ongoing communication to both customer support teams
and engineering staff during times of outage or service
impact.
- Perform other related duties as assigned Desired Skills and
Experience:
- 2 years working in a Network Operations Center environment or
in a Customer Support/Technical Support position
- Knowledge of Microsoft Office Applications
- Possess a positive attitude, strong work ethic, and a desire
for a variety of challenges
- Exceptional interpersonal and customer service skills with the
ability to ascertain information and maintain dialogue with
multiple teams as to the status of a particular issue
- Ability to effectively and calmly operate within a complex and
changing environment
- Well organized with the ability to properly manage individual
workload
- Solid problem-solving abilities
- Self-starter capable of working independently or in groups
Desired Qualifications:
- Knowledge/experience with wireless devices and
applications
- Knowledge/experience with basic networking concepts
- Knowledge/experience using Microsoft Dynamics or another ticket
system
- Post-secondary education in Information Technology/Computer
Science or equivalent
- Demonstrated work in the Information Technology fieldLocation:
Mt. Prospect, IllinoisCompensation and Benefits:
- Competitive pay
- Matching 401(k) plan
- Medical, dental, life insurance coverage
- Short-term disability and long-term disability insurance
- Voluntary cancer, critical illness, and accident insurance
- Paid vacation - holidays and PTOContact:
open.positions@telit.comDisclaimer:The above statements are
intended to describe the general nature and level of work being
performed by people assigned to this classification. They are not
to be construed as an exhaustive list of all responsibilities,
duties, and skills required of personnel so classified. All
personnel may be required to perform duties outside of their normal
responsibilities from time to time, as needed.*We are an Equal
Opportunity Employer. M/F/D/V - EOE.
Keywords: Telit, Mount Prospect , NOC Support Technician, Professions , Mount Prospect, Illinois
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