Network Operations Center (NOC) Analyst I

CBIZ, Inc. • Melville, NY

42d • Hybrid

About The Position

React to level 1 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

Requirements

• High school diploma or GED required
• Must maintain current required licenses and certifications relevant to field of expertise
• Demonstrates the ability to communicate verbally and in writing throughout all levels of organization, both internally and externally
• Effective customer service skills
• Proficient use of applicable technology
• Ability to work in team environment as well as independently
• Ability to analyze and prioritize multiple responsibilities
• 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.)

Nice To Haves

• 2+ years experience in a Service Desk / NOC (or similar) environment
• 2+ 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
• 1+ 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.
• Data Backup and Recovery Support and Knowledge and experience with using a remote monitoring tool such as ConnectWise Automate are a plus

Responsibilities

• React to level 1 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees