Tier 1 NOC Engineer, Managed Services - Overnight shift

Position Overview

The Cloud & Managed Services Engineer is for our Network Operations Center (NOC). This is an overnight shift. Working hours are Sunday to Thursday, 9 pm - 5 am OR 12 am to 8 am.

Responsibilities

• Deliver exceptional customer experiences.
• Work on a schedule basis, which may include nights, weekends, and night-weekend shift (2nd / 3rd shift)
• Process requests and issues reported by monitoring tools, ticketing tools, calls, and emails relating to but not limited to various technologies supported by Managed Services
• Thorough technical knowledge of various technologies, such as
• Microsoft core business applications and operating systems.
• Network CompuNet's such as routers, switches, wireless devices, etc.
• Disaster recovery solutions (a plus).
• VOIP, Cloud Calling, business phone systems solutions.
• WebEx, Finesse, MS Teams (a plus)
• Security devices
• Cloud Solutions – AWS, Azure, Google (a plus)
• Basic remote access solution supports: VPN, ConnectWise Automate, and other tools.
• Work with vendors and service providers to open repair tickets and hardware RMA.
• Obtain and maintain certifications and accreditations consistent with job responsibilities.
• Take ownership of open tickets, manage priority, and provide updates in a timely manner to end customer.
• Perform initial troubleshooting and information gathering.
• Follow SOP documented in Knowledgebase system.
• Timely escalation on tickets to Tier 2/Tier 3 team.
• Responsible for response and resolution SLA.
• Responsible for
• Weekly time entry in the ITSM platform
• Expense report
• Perform other duties as required and/or assigned.
  
  

Employee must be able to perform essential functions of the job with or without reasonable accommodation.

Qualifications

• Advanced understanding of operating systems, business applications, printing systems, and network devices.
• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer- care
• Diagnosis skills of technical issues
• Technical awareness: ability to match resources to technical issues appropriately.
• Service awareness of all organization’s key IT services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Ability to multitask and adapt to changes quickly.
• Ability to work in a team and communicate effectively.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast-moving environment.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Must be eligible to work for any U.S. employer without the need for sponsorship now or in the future
  
  

EEO Statement

Calian Corp. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, or any other characteristic protected by law.

Compensation

$58,000-$60,000

Vacancy

We have 1 available position(s).