NOC Technician I — Hybrid Support & 24/7 On-Call

BeyondReach LLC; Cedar Rapids (IA); Hybrid; USD 48,000 - 62,000; Full time

Job summary

BeyondReach LLC is seeking a NOC Technician Tier I in Cedar Rapids, IA, on a hybrid schedule. The role provides technical support to troubleshoot and resolve client issues, operating within SLA requirements and collaborating with field technicians, clients, and vendors.

The ideal candidate will have 2–3 years of experience and 2 years of higher education or industry standard technology certifications, with a readiness to handle 24x7 on-call duties on a rotating basis.

Qualifications

• Education requirement: 2 years higher education or industry standard technology certifications.
• Experience requirement: 2–3 years preferred.
• Non-Exempt classification and location: Cedar Rapids, IA with hybrid schedule.

Responsibilities

• Monitor NOC work queues to provide troubleshooting and resolution to clients.
• Provide phone support with field technicians, clients, and vendors.
• Instruct users on appropriate action regarding solutions to problems and maintenance through written and oral communication.
• Use and maintain tools and documentation (knowledge base, FAQs, WIKI, etc.).
• Diagnose and troubleshoot equipment, hardware, network, and software related issues in a timely manner.
• Research, document and resolve issues to meet SLA requirements and elevate if necessary.
• Maintain familiarity with all products and services offered.
• Remain current with changing technology as it relates to customer support.
• Troubleshoot system problems and complete repair in a timely and efficient manner.
• Follow appropriate workflow and time management while maintaining customer focus.
• Maintain ownership and follow through on all customer issues until resolved.
• Carry 24x7 on-call responsibilities on rotating basis including weekends and holidays.

Education

Two years higher education/industry standard technology certifications

Job description

BeyondReach LLC is seeking a NOC Technician Tier I in Cedar Rapids, IA, on a hybrid schedule. The role provides technical support to troubleshoot and resolve client issues, operating within SLA requirements and collaborating with field technicians, clients, and vendors.

The ideal candidate will have 2–3 years of experience and 2 years of higher education or industry standard technology certifications, with a readiness to handle 24x7 on-call duties on a rotating basis.