NOC Technician Tier I (Hybrid)

BeyondReach LLC•Cedar Rapids, IA

4h•Hybrid

About The Position

BeyondReach, a CCR company, specializes in providing connectivity to remote and complex locations. They are seeking a motivated and experienced NOC Technician Tier I to provide technical support, troubleshoot client issues, and maintain service level agreements. This role requires strong communication skills, the ability to diagnose and resolve network and hardware issues, and a commitment to customer service. The ideal candidate thrives in an innovative and agile environment, works collaboratively, and is adept at managing multiple tasks while maintaining customer focus.

Requirements

2 years higher education/industry standard technology certifications
CompTIA Security +, Network + certification or comparable operational skills/experience required
Strong understanding of DNS, DHCP, TCP/IP, IP Addressing (public vs private), sub-netting, network connectivity, and LAN/WAN architectures
Strong experience supporting and troubleshooting network infrastructure and troubleshooting
Operational understanding of VPN’s, including; IPSec, SSTP, PPTP, L2TP
Operational understanding of 802.1q and VLANs, and QOS

Nice To Haves

MTCNA or CCENT/CCNA certification, or similar routing certification or comparable operational skills preferred
Experience in a Network Operations Center monitoring mission critical applications and services
Basic understanding of projects and project management
Operational understanding and skills with support and troubleshooting
Point to point wireless experience is a bonus

Responsibilities

Monitor NOC work queues to provide troubleshooting and resolution to clients
Provide phone support with field technicians, clients, and vendors
Instruct users on appropriate action regarding solutions to problems and maintenance through excellent written and oral communication skills
Use and maintain tools and documentation (knowledge base, FAQs, WIKI, etc.)
Diagnose and troubleshoot equipment, hardware, network, and software related issues in a timely manner
Research, document and resolve issues to meet SLA requirements and escalate if necessary
Maintain familiarity with all products and services offered
Remain current with changing technology as it relates to customer support
Troubleshoot system problems and complete repair in a timely and efficient manner, ensuring minimal reoccurrence of the problem and avoid rework
Follow appropriate workflow and time management while maintaining customer focus in all activities while providing high quality customer service
Maintain ownership and follow through on all customer issues until those issues are resolved
Required to carry 24x7 on-call responsibilities on rotating basis including weekends and holidays