IT Support & NOC Engineer

Working schedule: Either PST or EST (Days & Time: TBD)

Work Arrangement: Fully Remote (Work From Home)

Salary: $1,500 - $1,700 monthly

Employer: An MSP company located in Burbank, California, USA

Duties & Responsibilities:

• Monitoring and Analysis: Regularly monitor dashboards for system backups, RMM tool alerts, and the ticketing system to detect and respond to potential issues in real-time.
• Alert Management: Analyze and prioritize alerts, categorize their severity, and resolve or escalate to relevant teams or personnel for further action.
• Backup Oversight: Ensure all scheduled backups are successfully completed and troubleshoot any backup failures.

• Process incidents and requests via telephone and email
• Troubleshoot and resolve issues on the initial call when possible, utilizing the internal knowledge base, experience, and team resources
• Monitor the unassigned ticket queue and follow up on assigned tickets every 24 hours
• Identify and escalate tickets to TTI management or appropriate support groups when needed
• Document issues and troubleshooting steps concisely in the ticketing system
• Follow up on open issues with escalation groups to provide updates to the customer
• Familiarity with common software installations (i.e., Microsoft Office, Adobe Creative Cloud, etc.) and successfully following documented steps
• Analyze information about the users' issues and determine the best way to resolve these issues

Technology knowledge and support experience required:

• Network monitoring tools
• Network hardware such as routers, switches, and firewalls
• Windows server, Active Directory, DNS, DHCP, and Group Policy
• High Proficiency in providing support and troubleshooting Windows 10 and macOS
• Microsoft 365: Active Directory, Outlook, Excel, Word
• ITSM Ticketing System: ServiceNow, Connectwise
• Collaboration Tools: Teams, Slack, or Zoom
• Contact Center / Call Center VOIP: 8x8, Cisco, Mitel

Requirements:

• Strong Customer Service Skills and Helpdesk experience
• NOC Experience
• Thorough understanding of computers (both Windows & MAC OSX preferred)
• Experience with email systems and understanding of Active Directory & Network troubleshooting is required
• Support of enterprise applications (proprietary or otherwise) is desired
• Solid understanding of networking fundamentals, protocols, and network infrastructure (TCP/IP, routing, switching, firewalls)
• Experience with network hardware such as routers, switches, and firewalls
• Proficiency in network monitoring tools and software
• Knowledge of server and application monitoring and maintenance
• Familiarity with operating systems, including Windows.
• Ability to troubleshoot and resolve network, server, and telecom issues promptly

Benefits:

• 13th Month Pay
• HMO & Govt. Contribution Allowance on top of the salary (After a 90-day probationary period)
• Personal Time Off (After a 90-day probationary period)