NOC Analyst

Scale Computing • Austin, TX

1d • Onsite

About The Position

Scale Computing is seeking a Junior Support Analyst within its Networking Support vertical to serve as the initial point of contact for customers using Managed Networking Services. The role provides timely customer support by responding to inquiries, diagnosing and resolving technical issues, and documenting interactions and solutions. The analyst works with cross-functional teams, escalates complex issues to higher support tiers, and follows established processes to support the efficiency of the Networking Support team and maintain customer satisfaction.

This is a full-time, in-office position based in Scale Computing’s Austin, Texas office. Shifts rotate between days, evenings, nights, and weekends. Analysts should expect to handle multiple calls each day as well as email, ticketing, and instant messaging.

Requirements

• Strong communication and interpersonal skills.
• Basic understanding of networking and technical troubleshooting.
• Ability to follow processes and procedures accurately.
• Customer-focused approach and positive attitude.
• Ability to learn quickly and adapt to new technologies.
• High school diploma or equivalent.

Nice To Haves

• Bilingual in Spanish or French.
• Experience with Fortinet.
• Networking experience.
• Knowledge of Linux and standard Linux commands.
• Prior customer service experience, including experience not directly related to technology.
• Ability to absorb a lot of information quickly.
• Ability to utilize provided resources and eagerness to acquire knowledge.
• CompTIA certifications.

Responsibilities

• Respond to customer inquiries and issues via phone, email, or chat.
• Handle multiple calls per day, along with email, ticketing, and instant messaging.
• Diagnose and resolve Tier 1 technical issues with Scale Computing products and services.
• Document customer interactions and solutions for future reference.
• Escalate complex issues to higher support tiers when necessary.
• Collaborate with cross-functional teams to address customer needs.
• Follow established support processes and procedures.

Benefits

• Medical, dental, and vision insurance.
• Company-paid life insurance, short-term disability, and long-term disability.
• Flexible Spending Accounts.
• Additional life and AD&D coverage, critical illness and hospital indemnity coverage, legal insurance, and pet insurance.
• 401(k) plan.
• Employee-directed Paid Time Off with no fixed annual allotment.
• 10 paid company holidays.
• Paid parental leave for births, adoptions, and foster placements.
• Volunteer Time Off.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED