Service Desk L1/NOC - Afterhours

SUMMARY

The Rapid ResolutionSpecialist — L1/NOC is responsible for providing quality services and solutionsto clients while maintaining a high level of client satisfaction. Thishybrid role combines first-level helpdesk support with proactive NOC monitoringresponsibilities — answering client calls and service requests, triaging andresolving incidents, and monitoring infrastructure alerts generated through client’s RMM platform and network monitoring tools. This role provides Tier 1technical support, determines problem severity, escalates appropriately, andensures client systems are proactively monitored and maintained. This roleoperates across extended hours including evenings, weekends, and holidays tosupport client’s 24x7 service delivery commitments.

JOB RESPONSIBILITIES

• Monitor theConnectWise board and respond to alerts generated through client's RMM tool byproviding technical troubleshooting and remediation.
  
• Answer client calls,emails, system alerts, and all correspondence in an appropriate and timelymanner.
  
• Accurately andappropriately determine the severity of the problem or service request toestablish priorities, and assign service requests to the appropriate resource.
  
• Accurately andpromptly log client problem information and create a service ticket usingcompany-provided applications and technology.
  
• Provide Tier 1,first-level support resolutions; escalate to appropriate resources whenresolution is beyond scope.
  
• Provide promptcommunications to clients (internal and external) on detailed statusinformation and estimated resolution times.
  
• Proactively monitorand remediate event logs and drive space on client servers and workstations.
  
• Provide remediationsand support for move/add/change/delete type of requests.
  
• Troubleshoot systemsand applications to identify proper resources to assign for resolution; verifyfunctionality upon completion.
  
• Maintain clientdocumentation including but not limited to AV and backup configuration, clientcontact information, and database records.
  
• Perform vulnerabilityremediation tasks and other proactive maintenance activities during periods oflower alert and ticket volume.
  
• Develop and contributeto best practices, operations procedures, and design documentation to createefficiencies.
  
• Accurately maintainand comply with documentation and administrative procedures in a timely manner,including ticket updates and time entry.
  
• Attend requiredcompany and department meetings.
  
• Act in accordance with company policies and procedures as set forth in the Employee Handbook.
  
• Perform other relatedduties as assigned.
  

QUALIFICATIONS

• High school diplomaand two years of relevant experience, or an associate's degree in InformationTechnology or a related field; or equivalent combination of education andexperience.
  
• Minimum 2 years ofprevious related experience required. Experience with several of the followingsystems preferred: AD Connect, Hyper-V, RDS/RDP, VMware/VDI, RADIUS, Duo,Azure, Microsoft 365, Intune, Autopilot, Teams, FSLogix, Citrix.
  
• MCSA (MicrosoftCertified Solutions Associate), CMNA, CCENT (Cisco Certified Entry NetworkingTechnician), CCA (Citrix Certified Administrator), VCA, EMC-SA, BAIS, A+,Network+ or Security+ Preferred
  
• Solid understanding ofthe administration of network operating systems, applications, and servicesfound in a client environment.
  
• Proficiency withbusiness collaboration tools such as MS Office applications, Outlook, andcompany and client-specific programs.
  
• Solid customer serviceabilities including strong verbal and written communication skills with bothtechnical and non-technical clients.
  
• Commitment andinitiative — see tasks through from start to finish, self-starter whoidentifies and resolves problems in a timely manner and escalates appropriatelywhen needed.
  
• Excellentorganizational and time management skills — ability to prioritize and managemultiple tasks simultaneously, work within defined timelines, and adapt tochanging priorities.
  
• Demonstrate accuracyand thoroughness; apply feedback to improve performance and monitor own work toensure quality.
  
• Flexibility — adapt tochanges in the work environment and adjust approach to best fit the situation.
  
• Teamwork — contributepositively to team outcomes, share responsibility, exhibit openness to others’perspectives, and welcome feedback.
  
• Enthusiastic anddedicated to the challenge of helping clients and colleagues solve problems.
  
• Functioncollaboratively as part of a fast-paced, client-oriented team operating acrossextended and non-standard hours.
  

JOB REQUIREMENTS

• Should be willing toaccept a long-term work-from-home arrangement.
  
• Should be amenable toworking extended-hours shifts, including evenings, weekends, and holidays, asrequired by business needs.