NOC Engineer Lead

Customer service skills like; patience, attentiveness, attention to detail, and clear communication are vital and Windows/MAC PC, and general end user support in a variety of technologies are required. Our customer services desk provides end-user support for proprietary business applications and standard (off the shelf) client software. Individuals that demonstrate initiative and self-direction in this fast paced company will find ample professional growth opportunities. Job responsibilities include, but are not limited to the following;

• The IT Service Desk and Network Operations Team is 24x7x365 in support of internal and external customers. While the schedule for this role is Tuesday through Saturday, 7AM to 4PM ET, there will be the occasional requirement to work other hours and on national holidays.
• During the initial training period, the shift schedule will be adjusted to Noon to 9PM ET. It is anticipated that the training period will not exceed two months.
• Excellent work ethic, time management, and strong customer focus are key skills required to perform this function successfully.
• Monitor and respond to multiple channels of customer communication including chat, email, and phone.
• Accurately entering/updating tickets into a ticketing system, assigning the tickets per a documented schedule or process, and calling technicians as required to support issues.
• Support the following types of calls, questions, or tickets (not all-inclusive):
  1. IT Desktop Applications (ex. Outlook, Microsoft Office, VPN software, Windows/MAC OS)
  2. IT Infrastructure (ex. telephones, network/internet connectivity)
  3. Customer Service Requests (ex. password resets, VPN token resets, service questions)
  4. Application Troubleshooting
• Production and Non-Production environment platform monitoring for alarms and performance issues on systems, applications, databases and network/customer connectivity.
• Team closely with Network Operations, Server Operations, Security Operations, Application Operations and Customer Service Center to help design, manage, and maintain alerts into the Service Desk - NOC area as well as interface with these teams as needed in support of end user or customer requests/issues.
• Manage alarm events and technical application issues creating, modifying, troubleshooting and closing trouble tickets and routing issues to appropriate teams or vendors to be investigated and aid wherever needed or requested.
• Be able to carefully follow written instructions to execute troubleshooting and feedback when the written instruction requires updates.
• Support/Perform Project Tasks, Requirements and other Operations deliverables, as requested.
• Create, write, and train staff on procedures for Service Desk - NOC personnel to follow.
• Learn and understand all provided training materials associated with the industry, application, customer service, and related processes/procedure.
• Learn and execute the Incident Management process and update Incident Management documentation as requested.
• Gain a thorough understanding of internal processes and assist as needed

Required Qualifications:

• BA/BS degree is preferred but not required.
• A passion for customer service and satisfaction and wanting to have a positive impact on your teammates.
• Minimum 10+ years of customer service experience with a technical Helpdesk.
• Previous experience in Network or Service Operations Center, technical troubleshooting, customer support, monitoring systems and knowledge of ticket and incident management, resolution and escalation processes.
• Strong familiarity with Linux, Windows, MAC OS Operating Systems, Networking concepts, AWS concepts, and Security concepts and terminology.
• Strong Microsoft Office troubleshooting skills and strong Desktop support experience.
• Excellent written and verbal communication skills and the ability to author professional and easy to follow instructions and correspondence.
• Initiative, critical thinking and good follow-through.
• Being a self-starter and an excellent team player.
• The ability to calibrate messaging and coaching for staff of different levels of experience.
• This position will grow into providing training for new staff and potentially supporting our ServiceNow administration and development initiatives.
• ship Required
• **Hybrid employees must live within 75 miles of the iconectiv office in Bridgewater, New Jersey, which is the in-person office location where the employee will report when working in-person

Additional Skills:

• Experience as a trainer of staff is a plus.
• ServiceNow administration experience is a plus.
• Ability to speak and understand Spanish is a plus.
• Previous Lead or Managerial experience desired but not necessarily required though this role could evolve into a Team Lead role.