NOC/Service Desk Technician – Level 2

Position Overview

Key Tasks and Responsibilities

• IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
• Support of disaster recovery solutions
• Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix
• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
• System documentation maintenance and review in Connectwise
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Support Queue

• Accept escalations from the Tier 1 support queue
• Provide overflow assistance to Tier 1 support queue
• Remotely assist clients with support needs
• Clearly communicate status on problems as well as resolution
• Exceed SLA guarantees to BlueRock clients
• Clearly document all tasks
• Maintain high customer satisfaction

Teamwork

• Provide mentorship to Tier 1 support personnel

Windows Server

• Exchange Server
  • Full setup and migration
  • Certificate installation and management
  • Organizational policies
  • Advanced troubleshooting
• Domain Controller
  • Full setup and migration
  • Organizational policies
  • Advanced troubleshooting
  • DNS setup and management
• DHCP server
  • Full setup
  • Advanced troubleshooting

Backups

• Setup of backup software
• Backup set creation
• Scheduling
• Notification
• Troubleshooting
• Restore files – ADVANCED

Switches and Routers

• Basic switch setup including simple VLAN creation (non VTP)
• Basic layer 3 routing
• Limited troubleshooting
• DHCP scope creation and management

Wireless

• Wireless Controllers
  • Add Move Change
  • Troubleshooting
• Standalone AP
  • Setup
  • Troubleshooting

Firewall

• Basic setup of SonicWALL NSA 2400 and below
  • Simple VPN tunnel
• VPN Clients
  • Simple NAT / Access list management

Virtual Servers - VMware

• Create new VM’s
• Modify VM hardware settings
• Resizing virtual disks
• Basic troubleshooting
• General understanding of virtualization technology

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction
• Fast turnaround of customer requests
• Ability to work in a team and communicate effectively
• Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
• Escalate service requests that require engineer level support
• Responsible for entering time and expenses in Connectwise as it occurs
• Understand processes in Connectwise by completing assigned training materials and blueprints on the Connectwise University
• Enter all work as service tickets into Connectwise

Knowledge, Skills, and/or Abilities Required:

• Minimum three year Network Administrator level experience working as an outside support resource or two years relevant experience working as an internal support resource
• Two-year degree, or active pursuit of a two-year degree
• Current MCP certification with competency in Microsoft desktop Operating System software. Microsoft Server Operating System certification required within the first three months of employment:
  • Windows 2008/2008 R2 Server
  • Windows Vista/7
• CompTIA certifications are a plus
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Diagnosis skills of technical issues
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast moving environment
• Firm understanding of networking principles:
  • Client Server networking
  • TCP/IP
    • Routing
    • DNS
    • WINS
    • DHCP
    • the Internet
  • Switching
• Knowledge of CAT5 wiring
• Firm knowledge of wireless security and wireless client configuration
• Knowledge of Active Directory
  • Ability to describe in basic detail applications of Group Policy
• Firm understanding of network firewalling/security technology
  • NAT
  • Port mapping
  • Access-lists
• Firm knowledge of server maintenance tasks:
  • Backup software monitoring and troubleshooting
  • Disk defragmentation
  • Event log review
  • Hardware monitoring tool review
• Corporate antivirus software experience. Symantec Endpoint Protection preferred
• Spyware removal
• Troubleshooting fundamentals
  • Ability to break problems down and use a logical process of elimination
• Firm understanding of server and desktop hardware
  • Ability to diagnose hardware problems
  • Understanding of different RAID levels
  • Familiarity with server and desktop hardware diagnostic tools
• Firm understanding of mobile device configurations and support
• Ability to follow complex detailed instructions to accomplish more complex tasks. Example: Small Business Server initial configuration

Culture

• Business Ethics - Treats people with respect, keeps commitments, inspires the trust of others, works with integrity and ethically, and upholds organizational values.
• Communications - Expresses thoughts clearly in written form, articulates verbal thoughts understandably, demonstrates active listening skills, comprehends information heard, uses appropriate communication methods, and keeps others informed.
• Conflict Resolution - Maintains calm under pressure, encourages respectful dialogue, confronts difficult situations without bias, acts within realistic timeframe for resolution, and resolves conflicts through fair negotiation.
• Consistency - Follows through as promised, confirms people know each other's expectations, arrives to and completes meetings on time, meets with direct reports in-person regularly, and changes decisions rarely.
• Cost Consciousness - Saves money without lowering quality of service, performs within approved budget, conserves company and customer resources, develops profitable new revenue streams, and identifies new ways to lower costs.
• Teamwork - Contributes to a positive team effort, balances team and individual responsibilities, listens attentively and openly to others' views, gives and sincerely accepts feedback, helps the team stay focused on key objectives, resolves team conflict before it escalates, and places the team's success above own interests.

Interested?