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Prosyntix is currently recruiting for a NOC Support Specialist for one of our clients. This role could sit remotely and will work the third shift M-F from 12:30am to 8:30am. The ideal candidate will have experience taking technical support calls and have experience with basic network troubleshooting. Candidates must have excellent customer service and be self-motivated.
Responsibilities:
Proficient in documented processes on ticket handling
Address tickets per documented processes on priority and FIFO method
Ensure Rapid Response tickets meet SLA timers
Ensure ticket updates interval requirements are met per SLA guidelines
Document steps taken and resolution on each ticket worked. Use professional communication and Standard Notes
Maintain a positive, helpful attitude with both customers and teammates
Execute tasks assigned by Managing Consultant
Communicate commendations, escalations, and customer issues to Managing Consultant
Act as agent in contact center for appropriate group and follow documented phone processes
Understand the technology the group supports
Follow documented escalation procedure when unable to resolve in threshold
Escalate questions via documented channels
Utilize KBs by searching, following documented tasks and following troubleshoot steps
Initiate and participate in KB updates for reactive support information
Seek to gain new knowledge and keep up with changes in technology
Candidates must be able to pass a background check and standard drug screen.
