NOC Help Desk Agent, 3rd shift. US REMOTE

Overview: What We Do... We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That’s what we do. We’re the IT Department’s IT Department. Who We Are Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It’s what makes Connection unique—what drives us to innovate and create technology solutions that stand apart from the crowd. We’d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others. Why You Should Join Us You’ll find supportive teammates and a rewarding career at Connection—plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family. Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive. We value the importance of our employees’ emotional wellbeing. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You’ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days. Responsibilities: Customer Relationship Skills • Maintains and expands customer relationships through: • Excellent verbal and written communication skills • Understanding of how to deliver quality service while adhering to service level agreements (SLAs) in a fast-paced environment • Update/Create documentation as needed (user guides, admin guides, knowledge base articles, FAQs, quick reference guides) • Create standard operating procedures on all solutions implemented • Providing proactive recommendations • Demonstrating continuous improvement • Participates in strategy planning discussions with technical, business, and client partners Service Delivery Process and Procedures Development • Follows and implements service delivery processes and procedures • Will be organized, dependable and detail-oriented • Working effectively in a collaborative and innovative team-oriented environment • Provides technical support for 2nd or 3rd shifts • Will be willing and able to be work remotely. • Develops standard operating procedures for use across the Lifecycle and Network Operations business as needed and maintains existing processes Process Improvement/Training • Continuous training on processes • Stays current on customer support processes • Communicates quick fixes • Updates process and procedure documentation as needed Technical Knowledge Maintenance • Stays current with system information, changes, and updates • Becomes familiar with each client and their respective applications. • Drafts, approves, and publishes documentation into the KB for standard fixes • Familiarity with working from a ticketing system as part of a larger team • Clearly communicates and follows expectations of all engineering tasks • Proven troubleshooting methodology and a desire to solve challenges • Create/perform testing (regression, functionality, performance, etc.) • Working knowledge of OS troubleshooting in Windows environment. • Working knowledge of Desktop and Server Operating Systems • Learns fundamental operations of commonly used software, hardware, and other equipment Attendance Employees are required to be present at the approved work location in order to perform the functions of this position. Travel Requirements Occasional travel may be required, less than six trips per year. Travel Specific Requirements For client needs and/or training. Job Qualifications Degree requirements: Associate's Degree or the equivalent combination of education and work experience Minimum years of work experience to qualify for role: 2 Total years of work experience to be fully proficient: 4 Skills, Knowledge and Abilities • Computer knowledge with ability to operate keyboard for data entry. Type 40wpm • Microsoft Office skills to include creating presentations, creating documents in Word to included advanced formatting, creating spreadsheets to include the use of macros. • Support commonly used software, hardware, and other equipment • Support back-office hardware, printers, software, Web Applications, and other networks • Familiarity with the fundamental principles of ITIL/SLA • Working knowledge in ticketing systems such as: ServiceNow, AutoTask, Zoho, etc. • Working knowledge of monitoring software such as ManageEngine, Nagios, and SolarWinds • Working knowledge of Desktop and Server Operating Systems • Working knowledge of OS troubleshooting in Windows environment • Attention to detail when creating & updating tickets in ticketing system and in composing, keying, and proofing professional business materials • Customer oriented with ability to listen to and anticipate needs of the customer • Ability to handle constantly changing flow of traffic; remain productive during slow times, handles multiple tasks effectively during busy times, exercises patience and professionalism during stressful situations • Creative with ability to think around problems and come up with creative solutions • Takes ownership and responsibility of an issues from start through to a successful resolution • Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer’s issues • Good phone skills with ability to provide technical support over the phone in a professional manner • Adaptable with ability to switch tasks based on shifting priorities • Quick study with ability to master a situation or learn new things with minimum direction or training • Detail oriented with item-by-item focus, meticulous attention to detail with ability to proofread for accuracy • Good problem-solving skills: ability to visualize a problem or situation and think abstractly to solve it • Excellent verbal and written communication skills • Judgment with ability to formulate opinions, compare and decide with good sense • Interpersonal skills with ability to work well with all levels of the organization • Good listening skills with ability to receive information completely and understand what is being said • Friendly presence and helpful attitude while on the phone with customers or among teammates • Understands the importance of handling and managing requests, issues, complaints and escalations professionally and with a sense of urgency. • Understands the importance of regular follow up and status updates to customer and management on issues, complaints and escalations, and documents these actions in tickets. Additional preferred competencies or preferred qualifications, if any: • Working knowledge of networking principals (IP addressing, subnets, routing, switching) • Working knowledge of antivirus, and various backup solutions. • Working knowledge of VMWare/Hyper-V virtualization • Working knowledge of firewalls such as FortiGate, SonicWall, Sophos Work Environment and Physical Requirements • This role is in a standard indoor office or similar workspace which meets general office safety and ergonomic requirements. A standard indoor office has moderate noise levels with exposure to fluorescent or other lighting, computer monitors, forced air and occasional odors. • Individuals require the ability to sit most of the day with some standing, bending, lifting, or reaching on occasion. Lifting only up to five pounds. The employee may be required to walk, primarily on a level surface, for short periods throughout the day. • Fine motor skills are used to operate a computer keyboard, mobile phone and/or other such device. Computer keyboard usage may be heavy during the workday. Near visual acuity and mental focus needed for working potentially long hours looking at a computer screen or monitor(s). Min: USD $21.63/Hr. Max: USD $27.04/Hr. Qualifications: Because of the possibility for fraudulent job postings on many popular job boards, please be advised that Connection will never offer a position of employment without a complete interview process and communication with a “live person

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