NOC Technician- Tier I

Dartpoints Operating Company•Columbia, SC

9d•Onsite

About The Position

The NOC Technician I primary role is to provide 24x7 Monitoring of Customer and DartPoints specific alerts, technical customer support to clients, and provide internal support to NOC team members. THIS IS NOT A REMOTE POSITION. Primary Responsibilities Assist customers with onsite installation and service requests. Assist with colocation equipment installations. Provide immediate customer interaction support via ACD, e-mail and portal request. Consistent monitoring of all events related to facilities, managed services, network, and power. Physical server monitoring, management, and support. Perform routine routines and equipment readings throughout data center facility. Maintain a working level of proficiency with all DartPoints co-location, Cloud, and Managed Service platforms. Actively monitor all security and video surveillance systems. Serve as backup to local teams for facility related activities. Establish and maintain security access via badge and biometrics for all customers. Properly identify all visitors and provide escort to specified premise equipment. Maintain and monitor ticket queue and assist in the ticket quality and review process. Receive, pack and ship customer equipment as required. Ensure escalation events and issues are routed to proper departments in pre-determined periods of time. Maintain and manage DartPoints abuse inquiries and notices to customers. Provide Initial troubleshooting of customer related issues and events. Routine updates DartPoints Knowledge Base (KB) including documentation of changes. Other duties as assigned by Supervisor or Manager.

Requirements

High School Diploma or Equivalent
College course work in related field or equivalent work experience
Must have a valid drivers license, reliable transportation and be able to pass a full background check.
Demonstrated ability to work in a team environment.
Experience in a customer service, technical or client support role
Strong organizational & time management skills required.
Proficiency in MS Office products
Excellent communication and interpersonal skills; ability to work with all levels of organization.
Employees must complete individual quarterly objectives as assigned.
Employees must demonstrate commitment to all corporate core values: Customers First, Integrity, Initiative, Problem-Solving
Must be able to work flexible day and evening hours, weekends, and holidays.
Must be able to climb ladders and assist with installations.
Must be able to lift equipment and packages of 50lbs or greater.
Exposure to moderate noise levels

Nice To Haves

Help Desk or Data Center experience 0 - 2 years.
Experience with ConnectWise, or other ITSM applications 0 - 2 years
Troubleshooting process and procedures 0 - 2 years
Certifications: CCNA, CCNP, Network+

Responsibilities

Assist customers with onsite installation and service requests.
Assist with colocation equipment installations.
Provide immediate customer interaction support via ACD, e-mail and portal request.
Consistent monitoring of all events related to facilities, managed services, network, and power.
Physical server monitoring, management, and support.
Perform routine routines and equipment readings throughout data center facility.
Maintain a working level of proficiency with all DartPoints co-location, Cloud, and Managed Service platforms.
Actively monitor all security and video surveillance systems.
Serve as backup to local teams for facility related activities.
Establish and maintain security access via badge and biometrics for all customers.
Properly identify all visitors and provide escort to specified premise equipment.
Maintain and monitor ticket queue and assist in the ticket quality and review process.
Receive, pack and ship customer equipment as required.
Ensure escalation events and issues are routed to proper departments in pre-determined periods of time.
Maintain and manage DartPoints abuse inquiries and notices to customers.
Provide Initial troubleshooting of customer related issues and events.
Routine updates DartPoints Knowledge Base (KB) including documentation of changes.
Other duties as assigned by Supervisor or Manager.