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NOC Analyst 1

Atlanta, Georgia

Post Date: 05/05/2017 Job ID: 1238 Job Category: NOC

NOC Analyst 1

Network Operation Center Analyst role with a top company who promotes from within!  

Desired Certifications/Knowledge:

CCENT/CCNA

CompTIA A+

CompTIA Network+

CompTIA Security+

 

Desired Experience (If no, entry level certifications):

1-2 years within a service/help desk environment

College experience within an IT field

1-2 years working with a ticketing system (Documenting a timeline of events to resolution)

 

Daily Responsibilities:
  • Managing your assigned ticketing queue
  • Professional, timely and detailed updates within all tickets assigned to you
  • Meet key service level metrics that will be monitored by the NOC manager
  • Follow specific rules of engagement per client
  • Properly set next steps for each ticket that allows for a client or NOC manager to identify the progress of each ticket
  • Utilize layer one troubleshooting to diagnose the problem
  • Be able to clearly communicate to a non-technical employee on finding and troubleshooting the equipment onsite
  • Be able to document and understand next steps based on your troubleshooting discoveries
  • Engage carrier for isolation and escalation
  • After determining an issue to be related to the carrier for the specific network, engagement and escalation of that carrier must be treated as a high priority to resolve an incident.
  • Follow the specified rules of engagement for each carrier
  • Communication to the client
  • Consistently communicate the status to the end user affected
  • Consistently update the ticket with detailed status
  • Resolve or hand-off to Tier 2
  • If trouble resolved, documenting and closing the ticket out in a timely and detailed fashion.
  • If trouble requires Tier 2 assistance based on specific metrics met, handing off and communicating appropriately to those individuals.

Christian Wright
Technical Recruiter

I'm happy to connect you with your next career challenge. Whatever your needs are, we at Resolution Technologies promise to provide unrivaled quality and service. Please don't hesitate to contact me if you have any questions about this position.

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