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NOC Support Specialist.

  Charlotte, North Carolina

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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.

  • 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.

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