713 Hemlock St Columbus, MS 39702
Network Operation Center / Helpdesk Operator Description: The Network Operations Center Technician is a Helpdesk and Network management position, focused on the highest level of client satisfaction. This position is responsible for monitoring and maintenance of customer networks with cutting edge technology as well as industry standard software. The NOC operates 24 hours per day, 7 days per week, monitoring thousands of devices nationwide and provides PC support for several diverse corporate environments. Technicians work closely with service dispatch, outside vendors and carriers to meet customer SLAs, minimize circuit outages and resolve workstation hardware and software related issues. Requirements: Experience troubleshooting Desktop and Laptop PC’s. A+ Certification is preferred. Experience with basic network troubleshooting. Net+ Certification is preferred. Experience with call center technology and reporting Experience guiding end users through troubleshooting over the phone Strong background in communication networking including Broadband, VPN, and Broadband routers. Ideal candidate will be self-motivated, have excellent written and verbal communication skills, and the ability to work in a fast paced, multi-tasking team environment. Essential Duties and Responsibilities include the following. Other duties may be assigned. Respond to alarm/trouble conditions within the Network Operations Center. Troubleshooting the customer’s network and escalating to engineering and/or management. Maintains knowledge of troubleshooting procedures and escalation paths. Maintains appropriate records and documentation on service work performed and ensures timely communication to supervisor of service order status and potential issues. Follow up on tickets at pre-defined intervals until resolved. Ensure that problems are corrected within identified performance targets. Excellent customer service and verbal/written communication skills are a requirement.