NOC Support Technician - Mount Prospect, United States - Telit Cinterion

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 field

Location: Mt. Prospect, Illinois

Compensation 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 PTO

Contact:

Disclaimer:

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.