Network Operations Center Analyst II

CBIZ, Inc.•Melville, NY

42d•Remote

About The Position

CBIZ's Managed Services Technology division is looking for an experienced Level 2 NOC Technician to support clients. The NOC Analyst Level 2 will be part of the service desk team, providing mostly remote support to our MSP clients in the Toledo metro area. The ability to work after hours and/or weekends as part of a call rotation and when necessary, will be required. Schedule: Sunday 11:00 p.m. ET - 11:59 p.m. ET and Monday through Friday, 12:00 a.m. ET - 8:00 a.m. ET with one hour for lunch. This position will be supporting one of CBIZ's most important clients and requires excellent communication skills, proactive thinking, excellent customer service skills, a strong sense of urgency and a strong desire to continue to grow your Azure skills. The NOC Analyst Level 2 primarily performs technical support for clients related to Azure and Azure Virtual Desktop. This position will also include support for 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.

Requirements

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

Nice To Haves

2+ years' experience in a Service Desk / NOC (or similar) environment.
3+ 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
2+ years' experience - Corporate Antivirus Support, VPN Connectivity Support
Knowledge and experience using a ticketing system such as ConnectWise 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 ConnectWise Automate are a plus.

Responsibilities

Must have at least two years of experience with Azure and Azure Virtual Desktop support.
Be part of the service desk team, providing mostly remote support to our MSP clients.
React to level 2 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.

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