The NOC is ultimate responsible is to ensure that customer needs are met in a timely manner. Resources include ConnectWise, IT Glue, LabTech, Dark Web ID, Addigy, Datto, Auvik, ConnectWise Manage, Team Leads and Service Managers when direction is needed. Ensuring adherence to gaining a resource through processes and knowledge. When the resource is unable to process the request, reach out to another member of the Service Coordinator team. When that cannot be fulfilled, ask the Team Lead to fulfil the request. Lastly, escalate to the Information Systems Manager when all other attempts prove to be unsuccessful. Ensuring the Monitoring and Alerting is successfully executed and communicated when escalation is needed to the proper resource, If there is every any clarity needed – ask the Team Leads for guidance. Lastly, reach out to a Service Manager if all other attempts of resolution are unsuccessful.

Boundaries

This position will not have direct client communication. In a situation where a client may need to be notified of something, the above resource escalations should be utilized**

In terms of programs, this position will have limited access to applications and programs.

Responsibilities:

• Process service requests as they arrive through different client engagement channels.

• Continuous review of CW boards for all incoming work to be assessed and placed in a pre-process state.

• Coordinate/communicate all IT support groups to meet response SLA’s.

• Escalate tickets with scheduling or deadline requirements.

• Merge and consolidate duplicate tickets.

• Assist in identifying resources for tickets for P1/P2 – or Escalated.

• Engage teams and team members where appropriate via slack.

• Ensure fast turnaround of client requests.

• Monitor the Alerts that come in and determine if they need action taken.

• Create and maintain processes for ongoing improvement and standardization across the team.

• Preform basic functions with Alerts to determine if they are necessary for escalation.

• Consolidate ongoing/repeatable items that can be automated processes for review.

• Record incidents and correlate them to with the events.

• Help New user setups* as needed.

• Preform patching* efforts as needed

• Other duties as requested.

Other Duties:

• All tickets are assessed or triaged daily.

• Response SLA’s are met at least 90% of the time.

• All duplicate tickets are recognized and merged.

• Track and monitor incoming alerts and assess effectively.

• Create automated processes from day to day activities.

• Document new action items that arise in processes to setup the team/s for success.

• Show up to work on time and prepared.

Qualifications:

• Minimum of 1 years of experience in Network Operations Center (NOC) or Help Desk or relevant line of service experience

• A basic understanding of relevant information technology terminology

• Awareness to match resources to technical issues appropriately

• Experience working with complex scheduling

• Effective organization and prioritization skills

• Reliable and collaborates well in a team environment

• Ability to seamlessly adapt to changes quickly

• Honest, dependable, and full of integrity

• Possess a genuine desire to help others

• Take ownership of all tasks and commit to high quality results

• A track record of self-improvement and continuous learning

• Great sense of humor

• Typing, writing and presentations skills

• Professional attitude and appearance

Physical Requirements:

Normal Office

Light work (lift 10 lbs.)

Other physical requirements (note):

• The employee frequently is required to sit for extended periods of time and use hands to operate computer keyboard, telephone, and basic office equipment

• While performing the duties of this job, the employee is regularly required to talk and hear

Mental Requirements: (as presently performed to accomplish essential functions)

Reading, Writing, Calculating

Social Interaction Skills

Reasoning/Analysis

Works with Minimal Supervision