NOC Systems Analyst (Level II)

Protech Services Group Inc•Memphis, TN

3d•Onsite

About The Position

ProTech Services Group seeks a NOC Systems Analyst (Level II) for a permanent, in-office position in Memphis, TN. The NOC Systems Analyst is responsible for performing technical and customer service tasks to support our clients in an effective and proactive manner while providing an excellent customer experience.

Requirements

Experience supporting Microsoft/Apple Desktop operating systems
Strong with Office 365 tenant space & user administration and applications
Strong experience administering Active Directory
Experience with creating and editing Group Policy Objects
Experience with Azure Active Directory and Intune
Experience with network device configuration (firewalls, switches, access points)
Proficiency using remote access tools
Knowledge of working within a ticketing system
Effective communication skills (verbal and written)
Proven, excellent customer service
Patience under stressful situations (i.e. network outages, server down, etc.)
Ability to think critically by using reasoning to identify the strengths and weaknesses of alternative approaches to problems
Ability to work alone, in a group, or under direct supervision effectively
An attitude conducive to learning and accepting challenges head on is a must
Experience in customer facing direct support is a must
A+, Network+ certifications and either a degree in IS or commiserate experience
Ability to work as a member of a technical team and independently
Reliable Transportation

Responsibilities

Provide technical support services to a range of clients in various verticals
Field incoming telephone calls, voice mail messages, and emails from end users and respond appropriately to resolve issues
Respond and resolve alerts/issues on server and network infrastructure
Triage and document technical issues
Troubleshoot LAN/WAN user connectivity issues
Implement and support Office 365 products
Perform Windows OS installs/updates/upgrades
Support, monitor, and troubleshoot Windows and MAC workstation hardware and software issues
Provide mentoring and support to NOC Technicians
Work technical support tickets for various clients in varying degrees of difficulty: Microsoft Desktops and Servers, macOS Desktops, Active Directory, Office365, Mobile Devices, LAN/WAN Issues, Install Software Applications, New User Setups
Project support for projects including client onboarding, systems upgrades, enhancements, replacements
Perform routine system maintenance
Provide excellent customer service to all clients