NOC Engineer hybrid

Job Description Job Description

We are currently seeking a self-motivated and dedicated individual to join our Network Operations Center (NOC) team. This role requires a broad array of technical knowledge and troubleshooting skills to support a wide range of equipment. The primary responsibilities include being the first point of contact for clients, troubleshooting technical issues, interfacing with our ticketing platform, working in our managed services system, and escalating complex problems to higher-level technical support. As most of our NOC support consists of remote phone assistance, excellent communication skills are a must. The qualified individual will possess superior customer service skills and the ability to problem solve and multi-task effectively in stressful situations. The capacity to work independently as well as part of a team is critical. While a majority of work can be performed remotely, occasional onsite service for clients may be required.

Essential Functions

Answer phone calls, respond to emails, and engage in chat support to assist clients with technical issues

Diagnose technical problems and provide solutions within a timely manner

Communicate clearly and professionally with clients, ensuring timely follow-up and status updates regarding ongoing issues

Research questions using available resources before escalating more complex problems

Maintain accurate documentation of all support interactions, troubleshooting steps, and solutions in a ticketing system

Assist in monitoring system performance, identifying potential issues, and resolving problems proactively for clients

Follow standard help desk procedures

Collaborate with peers, clients, and vendors for appropriate working solutions

Achieve daily utilization goals

Participate in on-call rotation schedule

Stay current with technology changes, updates, and practices

Experience Required

Degree in IT relevant field and/or equivalent certifications (preferred)

2+ years' experience troubleshooting in a technical support role

Proven ability to manage multiple concurrent tasks and to prioritize them based on urgency

Experience with Windows XP/7/8/10/11, Windows Server, Microsoft Exchange Server, and Office 365

Working knowledge of VMware, cloud/virtual computing, and networking

Hands-on experience with server, desktop, and networking hardware

Experience working within a cross-functional team

Familiarity with ticketing systems and maintaining accurate documentation

Integrated IT Group is an equal opportunity employer and does not discriminate in hiring or employment, in accordance with the requirements of all applicable laws, including race, color, religion, national origin, ancestry, age, gender, marital status, military status, sexual orientation, disability, or medical condition

Company Description

Integrated IT Group is a comprehensive provider of managed, shared and stand-alone services for business data systems, network, wireless, telephony, video surveillance, interactive collaboration and online productivity tools for our clients. These services include backup and disaster recovery, cloud solutions, and hardware and software sales and are available to companies in commercial and public sector markets throughout Northeast Ohio.

Company Description Integrated IT Group is a comprehensive provider of managed, shared and stand-alone services for business data systems, network, wireless, telephony, video surveillance, interactive collaboration and online productivity tools for our clients. These services include backup and disaster recovery, cloud solutions, and hardware and software sales and are available to companies in commercial and public sector markets throughout Northeast Ohio.