PEAKE Technology Partners Hiring for Overnight NOC Technician Job at Bowie, MD Full Time

PEAKE is seeking experienced NOC technicians–IT professionals who have worked in the MSP industry in a tier-2 or higher position and wish to continue developing and refining their IT skill set. Specifically, NOC technicians will respond to automatically-generated system alerts, determine the impact and severity of issues, and engage appropriate resources based on this analysis. Technicians will also be responsible for addressing basic support issues from end users, such as password resets, VPN connection issues, and RDP issues. Technicians may also be responsible for performing after-hours system maintenance activities, such as software updates and network equipment maintenance.

Job Duties:

• Provide technical end-user support, including password resets, VPN troubleshooting, and other similar tasks.

• Collaborate with the PEAKE service delivery organization to maintain a standardized, high-quality support experience across the entire organization.

• Utilize a number of different network monitoring tools and element management systems to detect and resolve service-impacting events as soon as possible.

• Open and work technical support tickets for service-impacting events involving 3rd party support vendors.

• Answer inbound calls and open, update, and close tickets for customer-impacting events, outages, and maintenance. This includes fully documenting ticket notes and closing tickets with Reason For Outage [RFO].

• Other NOC-related duties as assigned or requested by the NOC team manager.

• Conduct overnight maintenance activities for client systems.

Required Skills:

• Refined verbal and written communication skills; good customer service demeanor.

• Must be reliable and dependable, self-motivated and willing to learn and contribute to building a successful NOC team.

• Firm understanding of email platforms including Microsoft 365 and Google Apps. Ability to create and manage mailboxes and configure mail clients for each platform on different types of devices.

• Familiarity with Ubiquiti and Meraki network equipment.

• Knowledge of HIPAA security principles.

• Ability to work independently and manage priorities and tasks.

• Firm understanding of computer hardware and how to diagnose hardware problems including desktop, laptop, and printers.

• Strong knowledge of Mac and Windows operating systems and how to install and upgrade them.

• Familiarity with Active Directory including local and domain accounts and troubleshooting application of Group Policy.

• Ability to identify spam and phishing attempts.

• Knowledge of networks and network troubleshooting. Basic understanding of TCP/IP, routing and switching, DHCP, DNS, VLAN, VPNs, PoE.

• Understanding of wireless basics such as SSIDs and passwords, channels, and Internal vs. Guest networks.

• Dell, Meraki, Cisco, SonicWall, Ubiquiti, HP.

• Experience with ConnectWise suite of products (Manage, Automate, Control).

Optional Skills:

• Understanding of 3rd party applications such as Quickbooks, Centricity, ECW, Tigerview, etc.

Other Requirements:

• The NOC is a 24/7/365 operation. Employees must be willing and able to work non-standard work shifts, including evenings, overnight, holidays, and weekends

Job Type: Full-time

Pay: $50,000.00 – $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Supplemental pay types:

• Bonus pay

Experience:

• Health information management: 2 years (Required)
• Technical support: 3 years (Required)

Work Location: Hybrid remote in Bowie, MD 20715