NOC Analyst

Scale Computing INC • Austin, TX

2d • Onsite

About The Position

Scale Computing is a leader in edge computing, virtualization, and hyperconverged solutions. In this full-time, in-office role based in Austin, Texas, the Junior Support Analyst works in the Networking Support vertical and serves as an initial point of contact for customers using Managed Networking Services. The analyst responds to inquiries, diagnoses and resolves technical issues, documents customer interactions and solutions, and escalates complex issues to higher support tiers. The role collaborates with cross-functional teams and follows established support processes to support customer satisfaction and the efficiency of the Managed Networking Support Team.

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 unrelated to technology.
• Ability to absorb information quickly.
• Ability to use provided resources and eagerness to acquire knowledge.
• CompTIA certifications.

Responsibilities

• Respond to customer inquiries and issues by 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.

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.
• 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 (VTO).

What This Job Offers

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