Employment: Remote Contractor
Company Base: US
Hours of Work: 7:00AM to 4:00PM EST (Monday to Friday)
Location: PH - Permanent WFH
Workstation: Equipment Provided

Benefits:

• 13th Month Pay
• Competitive Salary (USD Based)
• Permanent WFH 
• Professional Growth and Training
• Supportive Work Environment

GENERAL DESCRIPTION:

The primary objective of the NOC Engineer is to address and resolve system alerts and outages via ticket, email, and by phone. The goals for this position are to respond to outage/alert notifications promptly and resolve as many tickets as completely as possible.

RESPONSIBILITIES AND DUTIES

• Perform in-depth systems analysis on a multitude of technology devices, operating systems, and software.
• Participate in Help Desk Escalations Rotation
• Encouraged to cherry-pick difficult tickets in Global View from any Pod.
• Participate in internal service desk projects that require efficient results and attention to detail.
• Handle projects for the clients that you may be the point person for.
• These projects might include software upgrades, tool deployments, network upgrades, etc. PMT would be engaged as needed or as required.
• Reliable personal transportation for use in traveling to clients' offices is essential.

SPECIFIC SKILLS

• A minimum of 4 years of real-world IT experience
• Previous NOC experience preferred
• Ability to participate in new client onboarding and handle client off-boarding as needed.
• Adept with Continuum RMM, Webroot, and our complete toolset.
• Adept understanding of networking concepts, familiarity with routers, firewalls, modems, and switches
• Expert familiarity with Windows desktop and server operating systems.
• Expert familiarity with the Microsoft Office suite of application
• Ability to document, create, analyze, and test computer systems, programs, and software.
• Knowledge of phone systems (PBX, SIP Trunks, Call Routing, etc).
• Adept understanding of how to properly troubleshoot problems with minimal impact on the client.
• Superior customer service skills, including understanding how to de-escalate, how to soothe, and how to deliver the most efficient solution

SOFT SKILLS

• Assertive, customer-oriented, and task-driven attitude.
• Strong organizational, operational, and interpersonal skills.
• Strong communication skills, both verbal and written, as well as with ticket time entries and documentation.
• Exceptional problem-solving skills

Good to have: Experience with the US IT industry or US client support