NOC Analyst I

Marcum Search is working with our sister company, Marcum Technology, and looking for a motivated technical professional to join the team as a NOC Analyst l. This is a remote position.

The NOC Analyst l provides remote technical support to our Managed Services clients and plays a vital role in the overall service delivery levels to our clients. The NOC Analyst l requires a strong technical skillset, exceptional customer service skills, and the desire to continuously expand one's technology knowledge. These skills will be used in a fun, fast-paced, team oriented, and customer service focused environment.

Responsibilities

• Part of the service desk team, providing remote support to our MSP clients.
• React to level 1 service issues, including troubleshooting O365, password resets, internet connectivity, servers, workstations, email, and software applications.
• Escalate problems to the appropriate engineering disciplines within the organization or external vendors as required to achieve resolution.
• Provide superior customer service by being courteous, knowledgeable, and professional.
• Respond to and log all inquiries received from clients via telephone, email, or client portal.
• Create properly formatted tickets on all inquiries in ticket management software.
• Keep well documented and updated case notes on all tickets daily.
• Create and maintain client-related documentation.

Job Requirements

• 2 years experience in a Service Desk / NOC (or similar) environment.
• 2 years supporting and troubleshooting Active Directory, Microsoft Windows desktop and server platforms, Azure and O365.
• 2 years supporting and troubleshooting network connectivity issues.
• 2 years experience Mobile Device Support
• 1 years experience - Server Hardware Technologies Support
• 1 years experience - Data Backup and Recovery Support, Corporate Antivirus Support, VPN Connectivity Support
• Knowledge and experience with using a RMM tool such as ConnectWise Automate.
• Knowledge and experience using a ticketing system such as ConnectWise Manage.
• Knowledge and experience with Layer 1, 2, and 3 troubleshooting.
• Knowledge and experience with Office 365 Email.
• Knowledge and experience with patching desktop systems.
• Excellent verbal and written communication skills.
• Exceptional customer service and phone etiquette skills.
• Ability to work on multiple, concurrent tasks and adapt to shifting priorities.
• Networking
• Solid understanding of and ability to configure TCP/IP subnetting and troubleshooting Internet connectivity
• Understanding of routers and firewalls
• Understanding of Terminal Services & Citrix
• Understanding of relationship between switches, routers, patch panels and connecting nodes to a network
• Understanding of DNS services
• Detail oriented and strong problem-solving capabilities.
• Strong follow-up skills to ensure that problems are handled in a timely manner.
• Desire and demonstrated ability to continuously learn (new technologies, client business issues, other job functions, etc.)

For more information about the position, please send an email to with "NOC I" in the Subject Line, or use the link below to apply directly to the role.

Marcum LLP is an Equal Opportunity Employer Marcum LLP does not discriminate on the basis of race, ancestry, national origin, color, religion, sex, gender identity, age, marital status, sexual orientation, disability, veteran status, or any other protected classification under the law.