Service Desk Analyst I

NOC Technician

CBIZ's Managed Services Technology division is looking for an experienced NOC Technician to support clients.

The NOC Analyst Level 1 will be part of the service desk team, providing mostly remote support to our MSP clients. The shift is Monday-Friday, 8:00 a.m. – 5:00 p.m. ET, with an hour for lunch. The ability to work after hours and/or weekends as part of a call rotation and when necessary, will be required.

The NOC Analyst Level I primarily performs technical support for clients related to local and wide area networks, MS Windows personal computers, mobile devices, as well as provides password resets, and adds/modifies users in Active Directory and O365.

Essential Functions and Primary Duties

• Be part of the service desk team, providing mostly remote support to our MSP clients.
• React to level 1 service issues, including troubleshooting O365, password resets, internet connectivity, servers, workstations, email, and software applications.
• Escalate problems to the appropriate engineering disciplines within the organization or external vendors as required to achieve resolution.
• Provide superior customer service by being courteous, knowledgeable, and professional.
• Respond to and log all inquiries received from clients via telephone, email, or client portal.
• Create properly formatted tickets on all inquiries in ticket management software.
• Keep well documented and updated case notes on all tickets daily.
• Create and maintain client-related documentation.

Preferred Qualifications

• 2+ years experience in a Service Desk / NOC (or similar) environment.
• 2+ years supporting and troubleshooting Active Directory, Microsoft Windows desktop and server platforms, Azure and O365.
• 2+ years supporting and troubleshooting network connectivity issues.
• 2+ years' experience – Mobile Device Support
• 1+ years' experience
  - Server Hardware Technologies Support
• 1+ years' experience
  - Corporate Antivirus Support, VPN Connectivity Support
• Knowledge and experience using a ticketing system such as Connect Wise Manage.
• Knowledge and experience with Layer 1, 2, and 3 troubleshooting
• Knowledge and experience with Office 365 Email.
• Knowledge and experience with patching desktop systems.
• Professional level verbal and written communication skills.
• Exceptional customer service and phone etiquette skills.
• Ability to work on multiple, concurrent tasks and adapt to shifting priorities.
• Networking
  • Solid understanding of and ability to configure TCP/IP subnetting and troubleshooting Internet connectivity
  • Understanding of routers and firewalls
  • Understanding of Terminal Services & Citrix
  • Understanding of relationship between switches, routers, patch panels and connecting nodes to a network
  • Understanding of DNS services
• Detail oriented and strong problem-solving capabilities.
• Strong follow-up skills to ensure that problems are handled in a timely manner.
• Desire and demonstrated ability to continuously learn (new technologies, client business issues, other job functions, etc.).
• Data Backup and Recovery Support and Knowledge and experience with using a remote monitoring tool such as Connect Wise Automate are a plus.

Minimum Qualifications

• High School Diploma or GED equivalent required
• Proficient use of applicable technology
• Ability to follow technical instructions and guidelines
• Able to work in a team environment
• Demonstrated ability to communicate verbally and in writing throughout all levels of an organization, both internally and externally
• Ability to travel as required by business and on-call availability
• Able to lift up to 50 lbs