Tier 1 NOC Technician - Kansas City, MO

SMART IT People; Kansas City (MO); Presencial; USD 52 000 - 64 000; Tempo integral

Resumo da oferta

SMART IT People is seeking a Tier 1 NOC Technician to handle inbound customer requests via ticket queue and phone systems, routing escalations to the correct technical resources. The role is based in our Data Center environment and includes hands-on infrastructure support and incident management.

The ideal candidate has a customer-first mindset, strong communication skills, and comfort working in a fast-paced, 24x7 data center.

Qualificações

• High School Diploma or equivalent required.
• Empathetic customer service mindset and attitude.
• Excellent written and verbal communication skills.
• Strong sense of urgency and ability to prioritize.
• Teamwork and collaboration driven.
• Ability to follow documented escalation procedures.
• Experience fabricating and running network cables.
• Ability to lift up to 50 lb.
• Basic understanding of computers and IT functions.

Responsabilidades

• Engage with customers on the phone and ticketing system to identify incident category and route escalations to the appropriate technical resource or team.
• Proactively triage, monitor, close, and report alerts for customers and internal teams.
• Monitor backup reports to ensure consistent delivery of service.
• Document all communication with customers professionally.
• Assist with installing servers and networking equipment into racks with associated network cabling.
• Receive and document incoming shipments.
• Respond to and resolve alarm events affecting infrastructure and services.
• Follow established Change Control processes; review and follow MOPs for Change activities.
• Support on-site Data Center activities such as badge creation, cable tracing, and assisting engineers with hands-on troubleshooting during escalations.
• Work with clients to resolve cabinet/cage infrastructure issues and power utilization.
• Ensure operational efficiencies and best practices toward maintaining availability/uptime of all 24X7 facilities, mission-critical operations, and infrastructure.
• Perform other duties as assigned

Conhecimentos

Communication skills

Customer service mindset

Urgency & prioritization

Teamwork

Problem solving

Escalation procedures

Networking cabling

IT fundamentals

Lifting up to 50 lb

Formação académica

High School Diploma or Equivalent

Descrição da oferta de emprego

SMART IT People has a contract opportunity for a Tier 1 NOC Technician to be responsible for fielding inbound customer requests through the ticket queue and phone systems and routing

escalations to the appropriate technical resources. This individual will be based out of our Data Center environment and so will also provide critical infrastructure support as well. The ideal candidate is motivated and possesses an unwavering passion for outstanding customer experience. This position

reports to the Dedicated Support Supervisor and works closely with all departments.

• Engage with customers on the phone and ticketing system to identify incident category and route escalations to the appropriate technical resource or team.
• Proactively triage, monitor, close, and report alerts for customers and internal
• Monitor backup reports to ensure consistent delivery of service
• Accurately and professionally document all communication with customers
• Assist with installing servers and networking equipment into racks with associated network cabling.
• Receive and document incoming shipments.
• Respond to and resolve alarm events affecting infrastructure and services.
• Follow established Change Control processes; review and follow MOPs for Change activities.
• Support on-site Data Center activities such as badge creation, cable tracing, and assisting engineers with hands-on troubleshooting during escalations.
• Works with clients to resolve cabinet/cage infrastructure issues and power utilization.
• Ensure operational efficiencies and best practices toward maintaining availability/uptime of all 24X7 facilities, mission-critical operations, and infrastructure.
• Perform other duties as assigned

Requirements

• High School Diploma or equivalent
• Empathetic customer service mindset and attitude
• Superior sense of urgency and customer sentiment
• Excellent written and verbal communication skills
• Enjoys teamwork and collaboration
• Must have excellent problem-solving skills and the ability to prioritize
• Possess the ability to comprehend and execute documented escalation procedures
• Experience fabricating and running network cables
• Ability to lift up to 50lb
• Basic understanding of computer and IT functions