Guidant Partners Career Opportunities

Technician (Level I- NOC Team)

Description

The NOC Team Technician role provides front line support, via remote support and onsite support as needed, for Guidant Partners' client infrastructures. This individual role performs analytical, technical and administrative work efforts for; client end device issue remediation, system preventive maintenance tasks, and network/performance monitoring of all infrastructure components and software.

Responsibilities

Strategy & Planning

• Develop standards and procedures that outline how problems are identified, documented, assigned and corrected in a manner that is scalable, auditable, and utilizes automation.
• Devise and deliver solutions to enhance quality of service and to prevent future problems.
• Stay abreast of new technologies and stay current on technology technical certifications.

Operational Management

• Respond to service tickets; diagnose and correct equipment/service/system failures and malfunctions.
• Manage ticket assignments in defined SLA timeframes and maintain defined appropriate consistent client update communication of problem resolutions. Balance a variety of tasks.
• Ticket creation and first call resolution rate.
• Abide by escalation policies and procedures.
• Make recommendations for any system reconfigurations (minor or significant) based on request and/or problem trends.
• Develop and implement end user training programs/documentation to increase computer literacy and self-sufficiency. Develop communication of help sheets, usage guides and FAQs for end users.
• Coordinate vendor servicing/support for clients.

Position Requirements

Knowledge & Experience

• Minimum 2 years service desk/dispatch experience
• Knowledge and hands-on experience with administration, troubleshooting and issue remediation of; Microsoft technologies/software, Internet, Microsoft Exchange, SQL, DNS/Active Directory structure/policies/user profiles, Terminal Services, Anti-Virus software, data networking and security equipment, OS/Equipment upgrades/migrations, server/workstation Patch management, network equipment (firewall, switches, routers), SPAM solutions,
• Skilled in workstation/server; diagnostic utilities, best practice analyzers, script automation, best practice configurations and preventive maintenance tasks (patch management, defrags, log reviews...)
• Knowledge of service ticket operations and support (Connectwise helpdesk application and Zenith network monitoring application a plus)
• Microsoft and hardware certifications a plus

Personal Attributes

• Self Disciplined
• Energetic, highly self-motivated
• Ability to multi-task and work in a team environment
• Exceptional interpersonal skills, with a focus on listening and questioning skills
• Strong customer service orientation
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Good written, oral, and interpersonal communication skills
• Ability to present ideas in business-friendly and user-friendly language
• Dependable/reliable
• Keen attention to detail
• Team-oriented and skilled in working within a collaborative environment

Work Conditions

• Professional attire required
• 24x7 on-call rotation schedule (approx. 1 week a month)
• Night and weekend work required for client disruptive work efforts
• Local travel to client sites will be required, must have own dependable transportation