Noc Analyst - Scottsdale, United States - AccountabilIT, LLC

AccountabilIT, LLC

Verified Company

Scottsdale, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Essential Functions:

Delivers superior customer experience by responding to Service Requests according to established service level agreements in a timely, accurate and professional manner
Follows standard call tracking, special instructions and other documented processes and procedures and logs all work performed in a highly detailed and readily reviewable manner in the incident tracking system
Sets enduser expectation regarding the type and timeliness of service to be provided
Responsible for meeting individual and departmental metric goals with regards to incidents and phone support requests
Assists and/or consults with tiered support escalation members to achieve company defined Service Level Agreements or SLAs
Must be able to work flexible hours as needed

Required Qualifications:

Minimum 2year Associates degree or relevant certifications
1+ years of production experience in a Network Operations Center
Microsoft Windows Server and Active Directory support experience
Experience in the use of VMWare, Hypervisor and other virtualization technologies
Provide Cisco and Fortinet network hardware appliance support including switches, routers and firewalls
Experience with use of ticketing systems such as Autotask or ServiceNow
Experience in the use of network management software (HP SIM, Dell OpenManage, Microsoft System Center, SolarWinds Orion)
Provide Microsoft Exchange support
Provide thin client technology support (Citrix and Microsoft Remote Desktop Web Access)

Other Qualifications:

Microsoft MCP or Cisco CCNA certification preferred
Must be available to work a flexible shift schedule
Demonstrate ability to diagnose and troubleshoot problems in an effective manner
Be highly motivated
Demonstrate excellent interpersonal skills
A positive professional attitude with strong background in customer service is a must
Excellent interpersonal and communications skills (verbal and written)
Ability to effectively multitask and adapt to a fast pace and continuously changing environment is required
Demonstrate ability to follow, capture, and document all relevant details pertaining to a support issue
Ability to think outside the box when diagnosing and troubleshooting issues where documentation may not readily exist
Handling all calls and requests with high emphasis on a friendly, professional customerservice attitude