NOC Technician

Overview:

Job Title: NOC Technician

Work Location: Herndon, VA

Schedule: Full-Time

FLSA Status: Exempt

Due to the nature of the work and contract requirements, U.S. citizenship is required.

Responsibilities:

We are seeking a qualified NOC Technician to support our Network Operations Center and join the Visionary Solutions team! This position will perform various user problem analyses, monitor the network management systems, and ensure they provide professional solutions to customer requests and/or issues.

• Resolve technical problems and answer queries by telephone or self-service ticket to support internal and external customer computer hardware, software, network, system/application access, and telecommunications systems.
• Maintain a high customer service focus, exhibiting expertise, timeliness, and professionalism while interfacing with users and senior personnel.
• Monitor helpdesk channels, such as phones, email, and web chat, for maximum efficiency and connectivity and provide prompt guidance and support for our customers' issues.
• Ability to maintain 24/7 network operations coverage; potential shifts include day, night, weekends, and holidays.
• Effectively communicate with customers, colleagues, and senior personnel to effectively diagnose problems, explain technical solutions to users, and provide step-by-step guidance to ensure satisfactory resolution.
• Responsible for determining the severity and complexity of a reported issue and, if necessary, escalating it to the appropriate specialist for assistance.
• Maintain accurate documentation of all customer requests, services provided, and status updates.
• Document and escalate issues to support as necessary.

Required Qualifications:

• An HS degree or equivalent is required; a bachelor's degree in engineering, computer science, information technology, or a related field is preferred.
• A year (1+) or more years of experience working with networking and operating systems, including computer software, hardware, and networking applications preferred, not required.
• Basic understanding or knowledge of networking fundamentals, including OSI Model, TCP/IP, DNS, and DHCP.
• Must be passionate about network engineering, technology and/or related field and demonstrate a strong commitment to continuous learning.
• Must be able to pass a background check and drug test.
• Strong organizational skills and the ability to manage multiple tasks and prioritize projects.
• Excellent oral and written communication to express complex technical concepts effectively.
• Experience using enterprise ticketing and monitoring tools such as Service Now and/or SolarWinds preferred, not required.