Protocol Networks Hiring for NOC Supervisor (end user help desk) Job at Marlborough, MA Full Time

NOC Supervisor (End User Help Desk)

MUST HAVE technical help desk experience and supervisory experience to be considered.

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This position reports to the Network Operation Center Manager

NOC Supervisor will work onsite in Marlborough, MA 01752

Work schedule: Monday – Friday, day shift.

The NOC Supervisor supervises the day-to-day operations of the help desk (end user), monitors tickets in the queue, identifies, researches, and resolves complex technical problems. Creates and manages escalation procedures and ensures service levels are maintained. Documents, tracks, and monitors problems to ensure resolution in a timely manner. Provide technical support and solutions to the end user.

What you’ll do:

• Supervise the day-to-day operations of the help desk – end user.
• Provide basic, first, and second level technical support to all client team members with high level of customer service and technical knowledge via phone, email, walkup form.
• Ensure development of team to achieve service excellence.
• Monitor tickets and calls in the queue.
• Monitor and ensure that all support issues and requests meet or surpass all service level agreements.
• Strive for continuous improvement.

What you’ll enjoy about being part of our team

• Be part of a great brand that is focused on quality, teamwork, and growth.
• Collaborating with a team of helpful, passionate, and technically strong IT staff
• Being part of a company that is big enough that we can achieve big things together, but small enough that you can make your mark.

Job requirements:

• 2+ years supervisory experience in a help desk environment
• Strong troubleshooting skills and experience.
• Ability to prioritize, delegate and escalate work as required.
• Experience supporting Windows workstations in a Corporate environment for both remote and onsite employees.
• Experience leading a team and ability to work independently.
• Excellent communication skills with internal customers and external suppliers.
• Experience with AD, Microsoft products such as Office 365.
• Experience managing Helpdesk ticket queues.
• Work is performed in an office environment with some physical demands, such as sitting or standing for long periods of time, bending, stretching, lifting, and carrying up to 50 lbs., and normal exposure to everyday risks and discomfort requiring common safety precautions.

About Protocol Networks

Founded in 2000, Protocol Networks is one of the fastest growing information technology consultancies in New England, because unlike other IT consulting firms, Protocol Networks focuses on solving business problems with technical solutions. We use a practical business approach with all of our clients. Our diverse customer base has given us the experience and knowledge to offer in-depth and comprehensive solutions. Protocol Networks has regional offices in Johnston, RI, Marlborough, MA, and North Easton, MA.

Protocol Networks Inc., provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Protocol Networks Inc., complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Protocol Networks Inc., expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Protocol Networks Inc’s employees to perform their job duties may result in discipline up to and including discharge.

Job Type: Full-time

Pay: $50,000.00 – $70,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Marlborough, MA: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Supervising a team: 2 years (Required)
• technical troubleshooting: 3 years (Required)
• Windows: 3 years (Required)
• Technical support help desk: 3 years (Required)

License/Certification:

• CompTIA A+ (Preferred)
• CompTIA Network+ (Preferred)

Work Location: One location