Network Operations Center Technician L1 Off-Site

Job Summary

The Off-Site Brite L1 Technician is responsible for performing all essential duties of an ITIL-based Service Desk for a leading Managed Service Provider for our customer located in Buffalo, NY. This role is responsible for managing multiple IT tickets while onsite supporting the clients network, systems, and IT infrastructure. The Off-Site Brite L1 Technician is required to analyze issues, troubleshoot problems, and deliver appropriate resolutions in a timely and professional manner. The clients policy mandates a professional dress and grooming standard. This includes maintaining good hygiene and a clean-shaven appearance. Hair, including facial hair, must be neatly trimmed and shaven to present a professional image. As you are the face of Brite at this location. This position also involves researching and testing new products, tools, and features to ensure reliable and high-quality user experience for the clients staff and end users. This role is located in Buffalo, NY.

ESSENTIAL FUNCTIONS

• Manage and prioritize service tickets for a single customer environment in accordance with defined SLAs.
• Serve as the Face of Brite and point of contact for all enduser IT support requests for the assigned customer.
• Ensure a high level of customer satisfaction by owning each ticket from initial contact through resolution and followup.
• Troubleshoot basic to intermediate computer, application, and network issues via phone, walkie talkie radio, email, and remote support tools.
• Perform indepth documentation of troubleshooting steps, resolutions, and outcomes in customerspecific documentation systems.
• Accurately document all customer interactions, status updates, and resolutions within the ticketing system.
• Run diagnostics and evaluate results to identify and resolve workstation, software, and peripheral issues.
• Identify recurring issues and trends, and escalate systemic or complex problems to the appropriate escalation teams when necessary.
• Coordinate and perform support to clients user’s workstation, printer, and peripheral troubleshooting and repairs as required.
• Proactively analyze software and hardware issues to prevent repeat incidents within the customer environment.
• Maintain and improve customerspecific documentation, procedures, and knowledge base to ensure consistent and efficient support.
  
  

OTHER DUTIES

• Participates in special projects as required.
• Accomplishes all other duties and tasks as appropriately assigned or requested.
• Desktop and printer breakdowns/setups.
• Office Restructuring support.
• Assist with NOC (Brite HQ) when needed.
  
  

EDUCATION & EXPERIENCE

• Bachelor’s degree in Computer Science, Management Information Systems, or related field and at least two years of experience in an enduser support role within a high volume, time sensitive support environment.
• A , Security , Checkpoint CCSA, Network , MCSE certifications preferred.
• Experience in cloud backup solutions, Datto a plus.
  
  

KNOWLEDGE, SKILLS & ABILITIES

• Knowledge in troubleshooting and resolving workstationbased software issues with Microsoft Windows 11 Microsoft, Microsoft Online Services, including Office 365, and domain and workgroup environments.
• Strong hardware repair and troubleshooting skills with PC desktops and laptops.
• Ability to support and troubleshoot serverbased software issues with Microsoft Windows Server 2016 and newer, Microsoft Windows Active Directory Microsoft PowerShell, major antivirus solutions, and enterprise class backup solutions.
• Phone etiquette.
• Ability to address a variety of technical issues.
• Troubleshooting Cisco network switches and VLANS with Brite HQ Team members to help resolve issues
• Customer service skills.
• Excellent listening skills.
• Exceptional verbal and written communication skills.
• Effective project management skills.
• Selfdirected and results oriented.