Network Operations Center (NOC) Analyst II

Klik Solutions has evolved far beyond its origins as a Managed Services Provider (MSP). Today, we stand as a comprehensive technology solutions provider, offering a broad spectrum of services that go beyond traditional IT support. Our portfolio now includes digital marketing, data analytics, compliance, security solutions, and cloud expertise.

As a dynamic technology partner, we seamlessly integrate with our clients as their one-stop solution for diverse needs. Whether it's crafting robust IT structures, implementing strategic digital marketing campaigns, harnessing the power of data analytics, ensuring regulatory compliance, fortifying security measures, or leveraging cloud technologies, we are committed to delivering excellence across the technological landscape.

Our growth signifies a commitment to providing holistic solutions, adapting to the ever-changing technological landscape, and empowering our clients to thrive in the digital era.

The Network Operations Center (NOC) team is the initial contact point to receive all system alerts. The NOC team is expected to respond to alerts using the AutoTask ticketing system and the Vonage phone system for all calls, emails, and voicemails. The NOC team also acts as the Support Center resource for inbound off-hours incidents and requests.

Role and Responsibilities:

• Provide escalated technical support to customers.
• Monitor and provide escalated triage of all incidents and requests to determine the support required.
• Monitor the NOC ticket board(s) for monitoring alerts and triage inbound notifications.
• Apply best practice troubleshooting techniques to identify problems, investigate causes, and recommend a solution.
• Document incidents, requests, and alerts in the ticketing system, record actions, and follow up on deferred actions.
• Keep customers informed of the progress and status of calls/tickets throughout the resolution.
• Collaborate with customers and coworkers to diagnose and resolve problems
• Ensure the ticket queue has accurate statuses on tickets
• Troubleshoot, analyze, resolve, track, escalate, and document all incidents, requests, and alerts.
• Resolve incidents and alerts on first contact when possible, leveraging the supported remote desktop control application and other systems as appropriate.
• Resolve customer issues within SLA MTTR timeframe or escalate for resolution following documented escalation procedures and processes.
• Respond to and diagnose problems through user discussions using problem recognition, research, isolation, and resolution steps.
• Assist and participate in new projects when assigned
• Respond to users in a friendly and professional manner, ensuring all responses given are technically accurate, documented, updated, and closed per SLAs.
• Maintain all NOC metrics and KPIs

• A minimum of 4 years of experience in a Helpdesk / IT Support Center
• Sound knowledge of computer hardware/software, mobile devices, operating systems, and network-related technologies
• Excellent verbal and written communication skills, phone etiquette, data entry, and soft skills
• Must be customer-focused and service-oriented, attentive to details, and able to multitask and always act professionally.
• Flexible schedule required Monday through Sunday
• Microsoft Certified Professional, CompTIA A+, and/or HDI certifications are a plus.