NOC Help Desk Agent; 2nd Shift, US REMOTE

at PC Connection in Chicago, Illinois, United States

Job Description

NOC Help Desk Agent; 2nd Shift, US REMOTE
 Imagine finding a career where you’re rewarded for doing what you do best—helping others.
Remote, IL
 CONNECTION
At Connection, our purpose is simple: we connect people with technology. From hardware—PCs, printers, servers, and more—to cutting-edge cloud, cybersecurity, and professional IT services, we design, build, and support the IT solutions that thousands of companies, schools, and government agencies rely on every day. We like to think of ourselves as the IT Department for our customers’ IT Department. Our company started out almost 40 years ago with two employees and a phone line. Today we’re a Fortune 1000 IT solutions partner operating in 174 countries around the world—still driven by that startup mentality and guided by our original purpose.
 https://www.connection.com/
keywords: position summary,position details,what we do,who we are,why you should join us,support,customer service,knowledge,skills,experience,initiative
Full Time
$22.28/Hr. - $27.85/Hr.
Overview: What We Do:

We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That’s what we do. We’re the IT Department’s IT Department.

Who We Are:

Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It’s what makes Connection unique—what drives us to innovate and create technology solutions that stand apart from the crowd. We’d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.

Why You Should Join Us:

You’ll find supportive teammates and a rewarding career at Connection—plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family. Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive. We value the importance of our employees’ emotional well-being. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You’ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days.

The NOC Help Desk Agent works under direct supervision of the NOC Manager and/or NOC Team Lead and follows a variety of established procedures along with verbal and written instructions. As the first point of contact, the NOC Help Desk Agent, assists users who call or email our Network Operations Center. While providing the highest level of customer service, the NOC Help Desk Agent answers incoming calls, responds to email alerts, uses a knowledge base tool along with their expertise to resolve Level 1 requests in a timely fashion. The NOC Help Desk Agent escalates unresolved problem/issues/requests to the proper level 2 and 3 support team. Troubleshoots basic end user issues on various software applications, hardware, network, telecommunications systems and provides basic desktop support.
This is a 2nd shift position, Mon - Fri, 2PM-11PM. Role is remote and can sit anywhere in the US.
 
 
 Entity of type com.vizirecruiter.common.domain.model.Label with id: 2025
 Entity of type com.vizirecruiter.common.domain.model.Label with id: 2024
 Entity of type com.vizirecruiter.common.domain.model.Label with id: 16471
Responsibilities:
Provides over-the-phone remote support to resolve NOC technical issues.
Responds to tickets in a timely manner via phone, and electronically.
Handles warm transfers to the next escalation point on more complex issues.
Schedules time to work with end users to resolve issues timely.
Tracks all work with detail and precision within the ticketing system.
Acts as the go-to resource for client-based questions and support for Level 1 NOC issues.
Provides exceptional customer service and interactions with clients, account managers, upper management, etc.
Deliver quality service while adhering to service level agreements (SLAs) in a fast-paced environment.
Update/create documentation as needed (user guides, admin guides, knowledge base articles, FAQs, quick reference guides, etc.
Requirements:
2+ years' experience in similar type of role.
Microsoft Office skills to include creating presentations, creating documents in Word to include advanced formatting, creating spreadsheets to include the use of macros.
Support commonly used software, hardware, and other equipment
Familiarity with the fundamental principles of ITIL/SLA.
Working knowledge in ticketing systems such as: ServiceNow, AutoTask, Zoho,... For full info follow application link.

EOE/Minorities/Females/Vet/Disabled