Requisition Number : 87611
BASIC JOB FUNCTIONS
As an NOC Technician, you will be responsible for providing second line, quality support to our customers with the support and guidance of our tier 3 technicians.
This position is unlike other tier 2 positions because you will be given the opportunity to take on more advanced tasks in addition to typical tier 2 work.
You will be working with both on-premise and cloud customer environments with exposure to more than just the typical tier 1 escalations and basic server NOC support tasks.
With the support of our Senior Systems Administrators, you will also assist with the onboarding of new customers into managed services.
RESPONSIBILITIES
Manage tickets
o Be responsive and ensure SLO / SLA’s are met with any tickets you handle
o Adhere to outlined SOPs
o Be prudent when it comes to escalating tickets
o Own incidents from inception to resolution
End-user support
o Be responsive and respectful to end-user’s concerns, questions, and problems
o Deal with issues related to
Mobile Devices
General software troubleshooting
Server support
o Work with contacts at customer organizations, whether they are IT Staff, or Managers
o Deal with issues related to corporate infrastructure
o Software
General software troubleshooting
Patching
Customer onboarding
o Assist with process discovery
o Assist with technical discovery
You will be part of the team that is responsible for dealing with alerts from our monitoring systems, helping investigate and triage problems detected by our monitoring systems, working with other teams to deliver services to our customers
You will be part of the tier 2 and 3 on-call rotation. This will potentially mean additional after-hours work, and additional compensation.
Ensure that you are cognizant of the coverage you provide, if you are not available ensure your manager and the team are aware, additionally there may be times you are required to work outside business hours too (this is a staple of IT)
Cross training and training as a team is a part of this role, if you possess skills other team members do not you may be expected to provide training, and if you require training other team members will provide you with training and mentorship as well
Respect and professionalism
Required Skills & Experience :
Knowledge of ITIL best practices as they pertain to requests, incidents, problems, and change management
Customer Service Experience via phone, and in person
Knowledge of customer support operations, preferably in a managed services environment
Post-secondary training or education in an applicable technology related program, or equivalent work experience
6 years work experience in IT
Experience working with, and understanding of Microsoft Operating Systems
Experience working with, and understanding of Microsoft Office Products
Foundational knowledge of Microsoft technologies, networking, backup and other infrastructure platforms
Experience with and understanding of virtualization technologies
Excellent people skills
Excellent written and verbal communication skills
Willingness to support and mentor junior staff
Able to demonstrate a high degree of flexibility including out of hours working
Able to manage sensitive and sometimes confidential information
Self-motivation and able to take responsibility
Able to manage and prioritize and tasks and time efficiently
Experience with troubleshooting and using computers and software
Passion for technology and learning
Easygoing, hardworking, team focused attitude
The position described above provides a summary of some the job duties required and what it would be like to work at Insight.
For a comprehensive list of physical demands and work environment for this position, click here .
Today, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight Intelligent Technology Solutions™ and services to maximize the business value of IT.
As a Fortune 500-ranked global provider of digital innovation, cloud / data center transformation, connected workforce, and supply chain optimization solutions and services, we help clients successfully manage their IT today while transforming for tomorrow.
From IT strategy and design to implementation and management, our 11,000 teammates help clients innovate and optimize their operations to run smarter.
Discover more at insight.com
Founded in 1988 in Tempe, Arizona
11,000+ teammates in 19 countries providing Insight Intelligent Technology Solutions™ for organizations across the globe
$8.3 billion in revenue in 2020
Ranked #409 on the Fortune 500, #15 on the CRN Solution Provider 500, 2020 CRN Innovator of the Year Award
2020 Intel Innovation Partner of Year, 2020 Microsoft U.S. Partner of the Year and Worldwide Customer Experience Partner of the Year
Ranked #7 on the 2021 Fortune World's Most Admired Companies (Information Technology Services industry), #70 on the Fortune 100 Best Workplaces for Diversity, #296 on Forbes World's Best Employers (#27 within IT), and #5 on the Phoenix Business Journal 2020 list of Best Places to Work
Signatory of the United Nations (UN) Global Compact and Affiliate Member of the Responsible Business Alliance
Today's talent leads tomorrow's success. Learn about careers at Insight : jobs.insight.com
Insight 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.
Insight Manila Location : 10F-11F Robinsons Cyber Omega, Pearl Drive, Ortigas Center, Pasig City, Metro Manila, Philippines 1605.
