Position Summary

The NOC Support Associate is responsible for working in a dynamic team environment directly supporting DartPoints’s growing customer base. The NOC Support Associate will also be a key stakeholder in supporting members of the technical and engineering teams in addressing product related issues specific to the local data center.

This is NOT a remote position.

Primary Responsibilities

• Network Operations Support of DartPoints’ customer base in a 24x7x365 environment
• Provide immediate customer interaction support via ACD, e-mail and portal request
• Consistent monitoring of all events related to equipment, managed services, network, and power
• Perform routine facility and equipment readings throughout data center facility
• Assist customers with onsite installation and service request
• Ongoing development and training of supported products and services
• Serve as backup to local teams for facility related activities
• Maintain a working level of proficiency with all DartPoints co-location, Cloud and managed service platforms
• Establish security access via badge and biometrics for all new customers
• Properly identify all visitors and provide escort to specified premise equipment
• Actively monitor all security and video surveillance systems
• Properly greet and check-in all visitors and vendors
• Receive, pack and ship customer equipment as required
• Ensure escalation events and issues are routed to proper departments in pre-determined periods of time
• Notify Sales of potential up sell opportunities based on events or customer interactions
• Maintain and manage DartPoints abuse inquiries and notices to customers
• Provide initial and advanced troubleshooting of customer related issues and events
• Other duties as assigned by Supervisor or Manager

Qualifications

• Education: (Required)
  • High School Diploma or Equivalent
  • College course work in related field or equivalent work experience
  • Related Work Experience: (Required)
  • Help Desk or Data Center experience – 2 years
  • Experience with EM7, Connect Wise, or other ITSM applications – 2 years
  • Troubleshooting process and procedures – 2 years
• Other
  • 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

The following criteria apply to all positions:

• Employees must complete individual quarterly objectives as assigned
• Employees must demonstrate commitment to all corporate core values: Customers First, Integrity, Initiative, Problem-Solving

Disclaimer: This job description has been designed to indicate the general nature and level of work performed by employees within this position and may change at any time with or without notice. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.