Position Responsibilities
- Serve as a team member in a 24x7 Network Operations Center (NOC).
- Monitor performance and service availability of global IT services, including voice/data networks, hardware, servers, and business applications using provided tools.
- Generate and track trouble/service tickets maintain service outage and shift logs.
- Respond to inquiries and requests via telephone, email, and case tracking systems with speed, accuracy, and proficiency.
- Generate service performance reports and provide performance metrics to NOC management and other IT groups.
- Troubleshoot network, server, and application problems using diagnostic tools escalate cases to Tier 3 Support as necessary.
- Track response and resolution status of cases, escalating when appropriate.
- Coordinate problem management and performance metrics for NOC teams.
- Contribute technical solutions to the Knowledge Base.
- Continuously improve knowledge and ability to operate all technical support tools and technologies.
- Participate in and lead projects and initiatives as a member of the NOC team.
Qualifications
- 1-3 years of experience in an IT Service Desk, Help Desk, Technical Operations, NOC, or similar technical support role.
- Background as a NOC Analyst or IT Help Desk Analyst.
- Demonstrated knowledge of IT systems component stack (network, hardware, operating system, database, application software, and cloud services).
- Experience supporting one or more IT areas in an operations capacity.
- Working knowledge of Active Directory and application/system administration tasks.
- Excellent communication, telephone, and interpersonal skills strong verbal and written communication in English.
- Ability to work assigned shifts, including weekends, and be available on an on-call basis.
- Strong customer service abilities and ability to establish effective working relationships within IT teams.
- Analytical, troubleshooting, and problem-solving skills.
- Experience handling multiple competing priorities and managing conflicts.
- Self-motivated with a strong drive to achieve results.
- Experience contributing to technical knowledge bases.
- Demonstrated leadership in projects or initiatives within a technical support environment.
- Experience with automation, AI integration, programming, or scripting is a plus (e.g., PowerShell, Java, Python, Copilot Studio, Power Automate).
