NOC Engineer
Compensation: $12 – $16 hourly depending on experience / skills

Primary Responsibilities:

The NOC Engineer position is primarily responsible for supporting post-project implementation clients, Managed Services and support contract clients. Primary job duties include phone and e-mail Tier 1 support, ticket management, resolution, escalation, and communication. This position is a full-time position.

Specific responsibilities include:

- Tier 1 (first contact) for help desk calls / emails
- Create tickets/cases in help desk application
- Manage open ticket queue across various technology practices
- Phone and remote support directly with clients.
- Escalate tickets to Tier 2 engineers
- Provide frequent updates and communication with clients
- Daily time entry and details of work done
- Maintain knowledge base
- Manage responses to Service Level Agreements
- Assist in various process improvements and automation efforts

Requirements:
- 2+ years 1st tier support experience
- Great phone skills with users. Patient, kind, gentle, etc.
- Desktop application support experience.
- Great remote support and troubleshooting skills (network & desktop)
- Detail oriented
- Experience following and working with established procedures
- Experience managing support tickets and escalation procedures
- Excellent written and verbal communication skills
- Typing speed 35wpm or better
- VoIP, Telephony and/or network infrastructure knowledge a big plus

• Location: Sacramento/Loomis
• Principals only. Recruiters, please don’t contact this job poster.
• Please, no phone calls about this job!
• Please do not contact job poster about other services, products or commercial interests.