Sr NOC Help Desk Agent

Connection-posted 6 days ago
$28 - $31/Yr
Full-time • Mid Level
Hybrid • Schaumburg, IL
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The Senior NOC Help Desk Agent provides advanced technical support for Level 2 and Level 3 issues within the Network Operations Center. Acting as the primary escalation point for NOC Help Desk Agents, this role monitors alerts, manages outages, and supports NOC customers. The position also offers growth opportunities into networking-focused roles for candidates with relevant experience or interest.

  • Resolve complex Level 2 and Level 3 NOC issues via phone, email, and remote tools.
  • Respond to system alerts, monitor outages, and remediate service disruptions.
  • Manage escalated customer issues and advise on next steps.
  • Work directly with customers to support services, onboard devices, and maintain client-specific knowledge.
  • Perform SOC tasks such as vulnerability scans, SIEM monitoring, antivirus management, and log analysis.
  • Maintain accurate help desk records and adhere to NOC procedures and SLAs.
  • Create and execute testing: regression, functional, and performance.
  • Assist with onboarding, training, and mentoring junior NOC Help Desk Agents.
  • Update and maintain NOC processes, procedures, and SOP documentation.
  • Communicate clearly regarding NOC engineering tasks and provide proactive improvement recommendations.
  • Deliver exceptional customer service and maintain strong client relationships.
  • Experience supporting Windows Server environments.
  • Knowledge of networking technologies: switches, firewalls, routing, and basic network troubleshooting.
  • Familiarity with SOC tools and security monitoring (SIEM, antivirus, log analysis).
  • Strong problem-solving, troubleshooting, and communication skills.
  • Ability to mentor and guide junior team members.
  • Customer-focused with a professional, proactive approach.
  • You’ll find supportive teammates and a rewarding career at Connection—plus great benefits.
  • We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family.
  • Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive.
  • We value the importance of our employees’ emotional wellbeing.
  • To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources.
  • You’ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days.
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