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JOB SUMMARY

The NOC Specialist is a position that provides an opportunity to work in a fast-paced collaborative environment where they have to be monitoring our and customer infrastructure and resolve any incident that appear.

GENERAL ACCOUNTABILITIES

·        Analysis and verification of monitoring alerts to produce incident identification, classification and prioritization.

·        Create, improve and maintain monitoring alerts based on the correlation of different sources of data.

·        Operate and maintain Operative Systems like Windows Desktop, Windows Server and Linux.

·        Operate and maintain various network devices like switches, routers, firewalls, IDS/IPS etc.

·        Operate and maintain various IT Services like Active Directory, File Systems, Antivirus, Backups, etc.

·        Respond to security incidents and investigations working closely with customers and IT providers, following SLA requirements and ITSM Processes.

TECHNICAL SKILLS

·        1+ year of experience in a Customer Service monitoring operational environment.

·        Good technical understanding of network fundamentals and common internet protocols.

·        CCNA R&S is a plus.

JOB QUALIFICATIONS

Education:

·        Bachelor's degree preferred.

·        ITSM foundation training required.

PROFESIONNAL SKILLS

·        Fluent English language skills required: verbal and written communication.

·        Self-motivated and disciplined.

·        Strong stakeholder relationship management skills.

·        Strong investigative and analysis skills.

·        Strong technical and process design and implementation skills.

·        Strong communication and presentation skills along with the ability to work in a highly collaborative environment.

·        Ability to work creatively and analytically in a problem-solving environment.

·        Manages multiple priorities in a high-pressure environment.

The Project Manager is responsible for managing multiple small and medium customer-facing engagements from receiving the signed SOW to completion of services across all of the Converge practice groups.  

The Customer Service Desk Agent is responsible for providing quality and efficient customer service to customers through technical and quality sound phone calls and tickets daily, as well as various tasks assigned to the agent.