About the Company:
Single Digits is a leading provider of intelligent managed networks, next generation Wi-Fi solutions, High-Speed Internet Access management and global support solutions. The company offers complete guest and resident internet and connectivity solutions, including components of IP network design, engineering, professional services, ongoing maintenance, networking monitoring, multi-lingual support, revenue reporting and authentication tracking. Single Digits currently serves over 3300 customers across the hospitality, student housing, MDU, transportation, and federal and municipal government facilities.
About the Position:
Daily duties and responsibilities include: Assisting customers who are experiencing any procedural or operating difficulty. Complex and/or high priority problems may be elevated to specialized support groups for resolution when needed, but the NOC Technician II is responsible to ensure that an effective solution is provided to the user.
The NOC Technician II position also has the following responsibilities:
- Ensuring a knowledgeable, consistent, and positive experience for customers.
- Troubleshooting problems, answering questions, teaching or instructing customers regarding the various questions/problems they present.
- Providing first level of contact and creating a ticket for each call.
- Update tickets with appropriate troubleshooting steps completed.
- Close tickets with resolution entered upon completion of the job.
- Follow appropriate escalation procedures.
- Determining the most effective manner to resolve a customer's technical issue. Engaging in research and in-depth troubleshooting to resolve technical issues.
- Consult with Specialist when necessary.
- Participating in additional training to increase knowledge and be able to assist with more complex issues.
- Resolving escalated Help Desk or Monitoring tickets in a timely manner.
- Increasing knowledge of NOC procedures and services.
- Identifying and escalating situations requiring urgent attention.
- Making correct configurations on firewalls, switches, and gateways.
- Additional tasks as assigned by Supervisor.
Requirements
- Previous experience in a related job field a plus.
- NET+, CCNA 1 certificate preferred.
- Knowledge of advanced Networking protocols and wireless network deployments.
- Completion of all training modules.
- Ability to work independently and in a team setting.
- Demonstrated soft skills and ability to speak English.
- Able to work with customers via phone and/or email.
- Good work habits under pressure.
This position requires a highly motivated individual willing to work as part of a team in an exciting, fast-paced environment. Providing excellent customer service and maintaining a high level of professionalism at all times is expected. A proven track record of punctual and consistent attendance must be provided. Flexibility in scheduling is a must; evenings and weekends.