NOC Engineer (hybrid)

We are currently seeking a self-motivated and dedicated individual to join our Network Operations Center (NOC) team. This role requires a broad array of technical knowledge and troubleshooting skills to support a wide range of equipment. The primary responsibilities include being the first point of contact for clients, troubleshooting technical issues, interfacing with our ticketing platform, working in our managed services system, and escalating complex problems to higher-level technical support. As most of our NOC support consists of remote assistance, excellent communication skills are a must. The qualified individual will possess superior customer service skills and the ability to problem solve and multi-task effectively in challenging situations. The capacity to work independently as well as part of a team is critical. While a majority of work can be performed remotely, occasional onsite service for clients may be required.Essential FunctionsServe as the initial point of contact for clients through phone calls, emails, and chat support to assist with technical issuesProvide clients with clear, step-by-step guidance, ensuring they are informed of the next stepsPerform basic troubleshooting for servers, desktops, networks, and cloud applicationsCommunicate clearly and professionally, ensuring timely follow-up and status updates regarding ongoing issuesProvide exceptional customer service by maintaining a professional and empathetic demeanorIdentify issues that require specialized attention and escalate to a higher level of supportAccurately document all support interactions, troubleshooting steps, and solutions in a ticketing systemContribute to the internal knowledge base by documenting recurring issues and resolutions for future referenceMonitor network or system performance using available tools to identify potential issuesFollow standard help desk proceduresCollaborate with peers, clients, and vendors for appropriate working solutionsAchieve daily utilization goalsParticipate in the on-call rotation scheduleProactively stay current with technology changes, updates, and practicesExperience Required Degree in IT relevant field and/or equivalent certifications (preferred)2 years' experience troubleshooting in a technical support roleProven ability to manage multiple concurrent tasks and to prioritize them based on urgencyExperience with Windows OS, Windows Server, and Office 365Working knowledge of virtualization and cloud operationsProficient with network performance monitoring and troubleshootingHands-on experience with server, desktop, and networking hardwareExperience working within a cross-functional teamFamiliarity with ticketing systems and maintaining accurate documentationIntegrated IT Group is an equal opportunity employer and does not discriminate in hiring or employment, in accordance with the requirements of all applicable laws, including race, color, religion, national origin, ancestry, age, gender, marital status, military status, sexual orientation, disability, or medical conditionCompany DescriptionIntegrated IT Group is a comprehensive provider of managed, shared and stand-alone services for our clients throughout Northeast Ohio. These services include managed IT support, cloud solutions, cybersecurity, network solutions, IT consulting, mobile solutions, and disaster recovery for companies in commercial and public sector markets.