NOC Technician I

Centersquare•Centennial, CO

2d•$47,000 - $54,000•Onsite

About The Position

This is an entry-level opportunity for someone looking to enter the IT field. The Level 1 NOC Technician serves as a central point of contact for Csquare, interfacing with customers, third-party vendors, and internal resources to provide a strong customer experience in a 24/7/365 inbound call center environment. The role involves proactive monitoring, escalating and resolving issues, processing customer and internal requests, and rapidly isolating and restoring service for a diverse customer base, with an ITIL service management focus. Basic networking and operating system knowledge are preferred, but prior field experience is not required. This is an office-based position in Englewood, Colorado, scheduled Tuesday through Saturday from 5:30 a.m. to 2:00 p.m. Mountain Time. The technician must be able to work all shifts in a 24/7/365 environment. The employer will not sponsor visas for this role.

Requirements

Exceptional customer service skills.
Excellent oral and written communication skills.
Proficiency with MS Office, primarily Word, Excel, Outlook, and PowerPoint.
Ability to work well in a team environment.
Ability to consistently multitask.
Ability to learn quickly and adapt to procedural changes, added responsibilities, and emerging technologies.
General network knowledge, including basic fundamentals of switching and routing.
General knowledge of Windows or Linux.

Nice To Haves

Relevant post-secondary education or industry-related training.
Network certifications.
Advanced networking knowledge.
Linux+ or MSA Certification.

Responsibilities

Monitor alert consoles for multiple technologies, including infrastructure, network, server, and application platforms.
Provide professional, comprehensive, and timely customer communication for requests, changes, and incidents.
Monitor and respond to customer emails requesting assistance with data center activities that affect operating environments or hosting infrastructure.
Identify, escalate, and resolve tickets according to procedural documentation and training.
Process customer requests submitted through the Csquare customer portal.
Assist and guide customers in using the Csquare customer portal.
Work incoming call queues and meet established production metrics.
Use network and system monitoring and automated email alerts to ensure infrastructure, network, and customer environments are operational.
Perform Level 1 network troubleshooting.
Provide and obtain timely updates from relevant internal and external parties.
Work all shifts in a 24/7/365 environment.
Perform additional duties as assigned.