Company Overview
ConnectOn is a leading managed security service provider (MSP) delivering exceptional service to our clients.
We are proud to be trusted by some of the world’s leading organizations, and we are committed to building on that trust by continuously improving our services and staying ahead of the latest cyber security threats.
ConnectOn offers a range of services including managed and co-managed IT, threat detection and response, security consulting, and managed security services. With a team of experts and a commitment to excellence, ConnectOn is dedicated to helping organizations of all sizes protect their sensitive data and maintain a strong cybersecurity posture.
Job Summary
The position of NOC Engineer is a strategic technical position within the organization. Responsible for interacting directly with ConnectOn customers and their staff while performing technical support for workstation endpoints, servers, mobile devices, cloud services, networking, and ConnectOn provided tools, including monitoring, analyzing, troubleshooting and reporting on the IT Infrastructure of customer environments. Technical, analytical, and writing skills are critical. In addition, responsible for running network diagnostic tools, comparative analysis, customer communication, compiling information in management reports.
Duties
- Interact with customers to provide support via phone, email, and our ticketing system. Providing technical consulting, system configuration, and troubleshooting.
- Troubleshoot Customer issues on Server, PC, laptop, mobile device, cloud solutions, on-premises networking devices, or any other technology we support.
- Identify the root cause of IT issues and work diligently to research and solve them, eliminating recurring IT issues.
- Provide response, diagnosis, and resolution to client requests and system-generated alerts.
- Provide support for internal Tier 1 Engineers.
- Engages in an analysis of hardware or software systems for best practices.
- Analyze, test, and modify customers’ computer systems based upon their unique design specifications and computing environment to resolve technical issues.
- Engage in the administration and provide support for ConnectOn Managed Tools, Office 365, anti-virus, anti-spam, email archiving, managed backups, and other services offered by ConnectOn.
- Document all customer interactions using business automation and ticketing software. Documenting customer interaction, troubleshooting, and results clearly and concisely.
- Perform system documentation when required.
- Enter time into our system to ensure our key metrics and service level agreements are attained.
- Work in a team environment to develop and improve support processes.
- Understand when to escalate a service request and ask for help from team members with subject matter expertise.
- IT Support relating to technical issues involving Microsoft's core business applications such as Windows Server, Office 365, Exchange, SQL, Terminal Services, Azure, and SharePoint.
- Technical services at the network level (i.e., network connectivity, routers, firewalls, switches, security)
- Onsite Contracted Systems Administrator or Lan Administrator placement.
- Troubleshooting and issue resolution - provide Infrastructure services in all areas needed: storage networking, Operating System, network security, directory services, server virtualization using system backup and restore
- System and network monitoring, application installation and configuration.
- Systems review and documentation.
- Identify, diagnose, and resolve network problems.
- Improve service documentation to help customers and minimize client services utilization.
- Learn our companies’ standards of delivering world-class service to ensure alignment with our team, including our technologies, processes, and metrics for success.
Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
ConnectOn, Inc. recommends and strongly encourages employees to maintain industry certifications. MCSE - Productivity, Cloud Platform and Infrastructure, MCSA Office 365, Microsoft Server, SonicWall, Cisco, VMWare, CompTIA A+, CompTIA Network+
- Strong communication skills.
- Ability to achieve successful outcomes in handling difficult situations and work with various customers and management levels.
- Ability to create process and standards.
- Analytical and troubleshooting skills.
- Ability to work in a fast-paced environment.
- Ability to manage multiple priorities and follow through on projects to completion.
- Shows initiative and acts independently to resolve problems.
- Experience with Microsoft Online Products and Services.
- Effectively utilizes tools to resolve issues and escalate appropriately.
Education/Vocational/Experience:
- 2-4+ years of IT experience.
- Bachelor’s Degree or one additional year of work experience recommended.
- A strong understanding of relevant technologies, solutions, troubleshooting, & support.
- Experience with SonicWALL Physical and Virtual appliances.
- Experience with Microsoft Online Products and Services.
- Experience with Server hardware and software.
- Experience with Virtualization solutions.
- Experience with Business Disaster Recovery Backup solutions.
- Experience with Linux GUI and CLI
Working Conditions:
Professional, onsite and office environment.
Physical lifting and moving of computers, servers, and other IT related hardware.
Travel to various local clients may be required.
Driving Requirements:
o Regular operation of a motor vehicle is required for local and regional travel.
o Must maintain an active, valid driver’s license and an acceptable driving record.
Work Environment:
o Work is performed in a combination of office settings, client sites, and on the road.
o May involve exposure to varying weather conditions while traveling or driving.
Physical Demands:
o Ability to sit or stand for extended periods.
o Must be able to physically lift and carry equipment, or materials up to as needed.
Schedule:
o Work hours may vary depending schedules, including early mornings, evenings, and occasional weekends. The workday is typically Monday – Friday 8:30AM – 5:30PM.
Flexibility is required to adapt to changing client needs.
Pay: From $55,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
