NOC Technician / Support Technician / Help Desk

Role :NOC Technician / Support Technician / Help Desk

Location : Pittsburgh , PA

DQE Network operations center (NOC) technicians have three primary responsibilities:
Tier 1 support for all calls to DQE call center and support requests placed online.
Proactive network monitoring
Manage trouble ticket queue.

NOC technicians provide tier 1 technical support for calls to the DQE call center and support requests submitted online. NOC technicians will be responsible for collecting all pertinent information for the trouble ticket and escalating to tier 2 support or an on-call engineer for assistance. Once a support ticket is opened the NOC technician will be responsible for providing customers with periodic updates and serve as the communications liaison between DQE engineers and customers.

These professionals should have strong interpersonal skills and be able to multitask and handle a variety task assigned by their supervisor. They must work effectively on their own, but also work well in a team environment.

Job Requirements:
Sound communications skills
Develop and maintain technical documentation for hardware and software configuration management and tracking.
Linux/Mac experience a plus

Experience:
Bachelor's degree in technical field or equivalent technical training from accredited trade school
Must have the ability to independently analyze, communicate and resolve problems with the ability to work with little to no supervision.
Must have excellent verbal, written, interpersonal communication skills and the ability to interact with all levels of personnel.
Must have expertise with basic computer hardware, PC desktop operating systems and applications.
Must have analytical, problem-solving skills and be able to show initiative and sound judgment.

Education/ Experience Requirements:
A bachelor's degree is preferred, however, candidates with certifications from a technical trade school are also encouraged to apply. Candidates should have solid organization skills, general technical proficiency, and customer services experience. Candidates with prior experience in technical support roles are preferred.