ABACUSNEXT Network Operations Center (NOC) Agent Tier 1 Salary in the United States

Description

About the Position

The Network Operations Center (NOC) Agent Tier 1 will be responsible for providing frontline managed services and IT support to clients across the professional industries; striving for complete customer satisfaction, repeat business, and reaching for excellence in all aspects of their work at AbacusNext. This is a great opportunity to work in our state-of-the-art facility and brand-new Network Operations Center.

Job Responsibilities:

• Answering incoming calls and maintaining set goals for service levels
• Provide systems support to clients in Windows and MacOS based environments.
• Provide Tier 1 troubleshooting to clients for network incidents.
• Provide a high level of support to world class service to internal departments (external customers as needed)
• Identify escalations and involve management as needed.
• Follow processes for escalating/assigning off tickets to proper departments
• Create new tickets for service incidents/requests and ensure relevant information for troubleshooting is captured within the ticket.
• Provide updates to customers, as needed
• Provide maintenance or application updates for cloud-based products
• Maintain communication between different technical departments and clients on open service tickets. Document communications in ticketing system.
• Maintain tickets by assigned status; updates/follow-up within specified SLA urgency.
• Develop an on-going customer relationship, resulting in future loyalty.

Required Knowledge, Experience and Skills:

• At least 2 years related experience; or equivalent combination of education and experience.
• At least 2 years’ experience with SaaS or IT related technology.
• Microsoft Certified Solutions Associate, Comptia Security+, Comptia Cloud+ certifications are a plus.
• Advanced technical knowledge in areas such as Windows Server, Network topologies, Active Directory, Group Policy, Office 365.
• Experience with virtualization technology including Microsoft Hyper-V and Microsoft Terminal Server
• Working knowledge of Network Security technologies (SSL/TLS, VPNs, Firewall, IDS/IPS)
• Strong customer service experience and attention to detail
• Proficient understanding of Windows operating systems and core technology.
• Deep understanding of Windows Server2012 and 2016 environments
• Experience working within a ticketing system (i.e. Zendesk)
• Proven ability to troubleshoot connectivity issues on a data network
• Ability to solve problems and deal with variables in situations where only limited standardization exists.
• Ability to work both independently and as a team when required.
• Ability to provide excellent customer service to clients.
• Ability to efficiently meet deadlines.
• Ability to quickly switch between tasks and work under pressure with excellent results.

Available Shifts:

• Day
• Overnight

Benefits:

• Medical, Dental, Vision, and Life Insurance
• 401k
• Flexible PTO
• Sick Days

Employee Perks:

• Brand new full Onsite Gym
• Social Events
• Anniversary Gifts
• Covered Parking
• 15% Off Gunnar Optik Eyeware
• Weekly onsite masseuse and chiropractor 
• Employee discount to 24 Hour Fitness
• Close proximity to UTC mall (La Jolla/Miramar) and 805/5
• Ocean Views, Game Room, Volleyball Court, Outdoor Zen Relaxation Area, BBQ & Patio Area, Cafeteria
• AbacusNext® is a smoke free workplace

Equal Employment Opportunity: AbacusNext is an Equal Opportunity, Affirmative Action Employer.

This job is based out of the San Diego Corporate Office and cannot be worked remotely.