Network Operations Center (NOC) Analyst I (Philippines)

Klik Holdings; Baltimore (MD); On-site; USD 42,000 - 65,000; Full time

Job summary

Klik Solutions in Baltimore, MD is seeking a hands-on IT Helpdesk / NOC specialist to monitor and triage incidents, assist users, and resolve issues quickly. The role requires strong communication, customer focus, and the ability to work a flexible schedule, including weekends.

You will use Autotask, Vonage, and remote desktop tools to document actions, update tickets, and keep customers informed while maintaining SLA metrics and contributing to team KPIs.

Qualifications

• Clear communication skills and a customer-focused approach.
• Experience in Helpdesk or IT support centers is required.
• Ability to multitask and manage multiple tickets and priorities.

Responsibilities

• Monitor and provide initial triage of all incidents and requests to determine 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 Autotask 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 co-workers to diagnose and resolve problems
• Ensure the ticket queue has accurate statuses on tickets
• Troubleshoot, analyze, resolve, track, elevate, 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 the SLA MTTR timeframe or elevate 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 are technically accurate, documented, updated, and closed per SLAs
• Maintain all NOC metrics and KPIs

Skills

Communication skills

Customer service orientation

Multitasking

Professionalism

Education

Microsoft Certified Professional

CompTIA A+ certification

HDI certification

Tools

Autotask ticketing system

Vonage phone system

Remote desktop control app

Job description

Equal Employment Opportunity Statement

Klik Solutions is an equal opportunity employer and complies with all applicable federal, state, and local laws prohibiting discrimination in employment. In all hiring and employment practices, Klik Solutions does not discriminate against any employee or applicant based on race, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, citizenship status, disability, genetic information, marital status, veteran status, or any other protected characteristic under applicable law.

Description

Equal Employment Opportunity Statement

Klik Solutions is an equal opportunity employer and complies with all applicable federal, state, and local laws prohibiting discrimination in employment. In all hiring and employment practices, Klik Solutions does not discriminate against any employee or applicant based on race, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, citizenship status, disability, genetic information, marital status, veteran status, or any other protected characteristic under applicable law.

Reasonable Accommodation Policy

Consistent with the Americans with Disabilities Act (ADA), Klik Solutions is committed to providing reasonable accommodations to qualified applicants and employees with disabilities. If you need assistance or accommodation due to a disability, please contact [HR contact information]. All requests for reasonable accommodation will be evaluated on a case-by-case basis in accordance with applicable laws.

About Klik Solutions

Klik Solutions has evolved far beyond its origins as a Managed Services Provider (MSP). Today, we are a comprehensive technology solutions provider offering a broad spectrum of services, including digital marketing, data services, software and application development and integration, compliance, security solutions, and cloud expertise.

We partner with our clients to provide end-to-end technology solutions, helping them thrive in the digital era through robust IT structures, strategic digital marketing, data-driven insights, regulatory compliance, security measures, and seamless software and application integration.

The Network Operations Center (NOC) team is the initial contact point for receiving 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 is the Support Center resource for inbound off-hours incidents and requests.

Role And Responsibilities

• Monitor and provide initial triage of all incidents and requests to determine 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 Auatotask 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 co-workers to diagnose and resolve problems
• Ensure the ticket queue has accurate statuses on tickets
• Troubleshoot, analyze, resolve, track, elevate, 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 the SLA MTTR timeframe or elevate 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 are technically accurate, documented, updated, and closed per SLAs.
• Maintain all NOC metrics and KPIs

Requirements

• A minimum of 2 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, able to multitask, and always act with professionalism.
• Flexible schedule required Monday through Sunday
• Microsoft Certified Professional, CompTIA A+, and/or HDI certifications are a plus.