NOC Help Desk Agent
Job Summary
A company is looking for a NOC Help Desk Agent responsible for managing technical support requests and mentoring less experienced agents.
Key Responsibilities
- Resolve complex Level 2 and 3 NOC issues via phone and electronic communication
- Manage escalated customer issues and provide training on NOC processes and procedures
- Log help desk interactions and maintain documentation of processes and procedures
Required Qualifications
- 4+ years of IT support or Systems Administration experience
- Strong knowledge of network troubleshooting and remote user support
- Experience with multiple ticketing systems, including Service Now and AutoTask
- Familiarity with ITIL/SLA principles and networking fundamentals
- Proficiency in Windows OS troubleshooting and desktop/server operating systems
COMPLETE JOB DESCRIPTION
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