As a NOC Engineer, you will be part of DataVox’s Managed Services team who provides remote technical PC hardware and software support for our clients. You will monitor system alerts & respond them accordingly via verification, troubleshooting, automation, and standard operating procedures. You will provide high-quality reactive & proactive support to keep Managed IT customers environments performing stable & securely. The ability to learn new skills quickly, work independently, have strong troubleshooting skills, great communication skills to clearly communicate and understand client's needs are required for this position. The ideal candidate must also possess a deep understanding of concepts of all component’s modern IT infrastructure & best practices. Before learning more about the position, let us tell you a bit more about who we are! DataVox has been serving the Houston and Dallas-Fort Worth area for over 30 years with our advanced technology solutions. We specialize in Audio Visual Solutions, Data Center & Network Technologies, Network Security, IT Support Services, Network Cabling, Phone Systems & Physical Security. We are committed to be the best technology partner and ensure the highest level of expertise and quality service by having people like you on our team. Job Functions & Responsibilities: • Monitor the NOC alerting system & take ownership of tickets within • Perform & design routine standard operating procedures around proactive monitoring/maintenance • Diagnose problems via phone, email & on-site through troubleshooting skills, logic, research, and isolation steps • Resolve complex hardware & software issues in a timely manner by performing research independently • Record all client inquiries, from initial call to incident resolution in Ticketing system • Perform on-site troubleshooting of hardware, network, & software • Perform new software/hardware installations, configurations, and upgrades • Use RMM software to diagnose to perform automation, troubleshoot & resolve issues • Assist customers in gaining access to various systems and servers • Responding to associate service calls to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems • Ability to troubleshoot software, hardware, and connectivity issues quickly & efficiently • Ability to understand & articulate root cause on customer issues • Work closely with the team to resolve or properly close aging tickets • Manage individual queue of tickets and respond, document, and close in a timely manner. • Ensure the highest level of customer satisfaction Education & Qualifications: • 5+ years of providing desktop support with some in Level 2 or System Admin • 2+ relevant professional certification (HDI-DST, MCSA, CompTIA A+) • Degree in related field or equivalent • Use of RMM software/backup/imaging software/ticket system • Use of imaging & backup software • Associate’s or Bachelor’s degree in Computer Science, IT, Engineering, Science or related field is a plus • 5+ years of Desktop Support experience • Must have 1+ year of experience providing Help Desk support • 1 year of desktop-based hardware support experience with Mac OS X and Windows 7 • Ability to lift 50 pounds • Ability to work well under pressure, multi-task, facilitate solutions, and meet deadlines and milestones for projects as assigned • Excellent oral and written communication skills, including the ability to interact with people at various levels • Knowledge and experience of troubleshooting and setup of computer hardware. • Ability to perform advanced troubleshooting of network devices & peripherals • Some experience working with Active Directory Server 2008/2012 • Experience installing, troubleshooting, configuring, updating, and maintaining Windows OS • Self-motivated with the ability to follow directions, complete time-sensitive tasks and meet deadlines with minimal supervision in a fast-paced, high stress environment • Clear theoretical understanding of networks, including LAN/WAN/VPN, routers, switches, servers • Networking Experience in troubleshooting connectivity issues, DHCP, DNS • Experience removing viruses/malware/spyware & prevention • Strong planning and organizational skills, with the ability to document processes and procedures • Passionate about providing excellent customer service and follow-through to completion Benefits: • Medical/Dental/Vision/Life/STD • 401K • Vacation / Sick / Holiday Pay DataVox, Inc. is an equal opportunity employer.
DataVox is an equal opportunity employer. We expressly prohibit discrimination based on race, religion, color, sex, age, national origin, pregnancy, sexual orientation, disability or military status. The company complies with applicable laws governing non-discrimination by state and locale.