Location: eatontown, nj or remote
Essential duties and responsibilities- may include the following: other duties may be assigned.
Note: shift is wednesday, thursday, friday 10pm-7am est, saturday 7pm – 7:30 am est
Respond and resolve client’s requests within slas (service level agreements)
Perform daily preventative maintenance checks and services on managed devices in client infrastructure
Help identify recurring system performance issues
Provide performance reporting on managed service devices
Work directly with other noc analysts and engineering resources for issue resolution
Provide direct communication to affected users and companies on outages and maintenance activities
Maintain detailed notes within ticketing systems on all issue resolution activities
Maintain customer technical information within defined documentation standards
Develop and maintain installation and configuration procedures
Obtain/maintain technical/professional certifications applicable to position or as directed
Manage and maintain monitoring and alerting systems
Coordinate and track rma (return material authorization) requests, to obtain rma authorization requests and completion of rma submittal forms
Assess and identify appropriate solutions to be integrated into the systems operation and make recommendations for implementation and troubleshooting
Required to provide flexible shift scheduling based on operational needs
Provide emergency on-call support on a rotating schedule
Perform other duties as assigned
Open, track and close service tickets
Answer incoming calls and monitor various e-mail accounts and act according to nsoc procedures and processes
Interface with field personnel to verify repairs and testing systems
Minimum education and experience:
High school diploma
Minimum 1+ years of technical support experience
1+ years of experience and understanding of event/alert management, incident and change management processes
1+ years of experience of basic networking, routers, switches, firewalls, and wireless devices.
Preferred education and experience:
2+ years of technical support experience
2+ years of prior help desk or noc experience
2+ years of experience with ticket management tools (e.g., connectwise)
Possession of industry certifications (a+, network+, security+, mta, mcsa, ccna)
Other skills and abilities:
Excellent interpersonal skills (develop and maintain strong working relationships)
Strong work ethic
Strong communication skills
Ability to multi-task as necessary
Ability to prioritize tasks
Strong organizational skills
Excellent written and verbal communication skills with focus on customer satisfaction
Customer service skills
Proactive approach and good troubleshooting techniques
Strong problem-solving skills with an emphasis on quick problem resolution
Attentive and detail oriented
Less than 25% travel required
Physical demands: the physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this jobReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit and talk or hearThe employee frequently is required to stand; walk; and use hands to finger, handle, or feel objects, tools, or controlsThe employee is occasionally required to reach with hands and armsThe employee must occasionally lift and/or move up to 50 poundsSpecific vision abilities required by this job involve normal vision.
Work environment: the work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this jobReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually quiet to moderate.
Aspire technology partners provides equal employment opportunities to all qualified employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Employment is contingent upon successful completion of background and drug screening.