Provide 24x7 Monitoring of Customer and DartPoints specific alerts
Provide technical customer support to clients
Provide internal support to NOC team members
Assist customers with onsite installation and service requests
Assist with colocation equipment installations
Provide immediate customer interaction support via ACD, e-mail and portal request
Consistent monitoring of all events related to facilities, managed services, network, and power
Physical server monitoring, management, and support
Perform routine routines and equipment readings throughout data center facility
Maintain a working level of proficiency with all DartPoints co-location, Cloud, and Managed Service platforms
Actively monitor all security and video surveillance systems
Serve as backup to local teams for facility related activities
Establish and maintain security access via badge and biometrics for all customers
Properly identify all visitors and provide escort to specified premise equipment
Maintain and monitor ticket queue and assist in the ticket quality and review process
Receive, pack and ship customer equipment as required
Ensure escalation events and issues are routed to proper departments in pre-determined periods of time
Maintain and manage DartPoints abuse inquiries and notices to customers
Provide Initial troubleshooting of customer related issues and events
Routine updates DartPoints Knowledge Base (KB) including documentation of changes
Other duties as assigned by Supervisor or Manager

High School Diploma or Equivalent
College course work in related field or equivalent work experience
Must have a valid drivers license, reliable transportation and be able to pass a full background check
Demonstrated ability to work in a team environment
Experience in a customer service, technical or client support role
Strong organizational & time management skills required
Proficiency in MS Office products
Excellent communication and interpersonal skills; ability to work with all levels of organization
Employees must complete individual quarterly objectives as assigned
Employees must demonstrate commitment to all corporate core values: Customers First, Integrity, Initiative, Problem-Solving
Help Desk or Data Center experience 0
2 years
Experience with ConnectWise, or other ITSM applications 0
2 years
Troubleshooting process and procedures 0
2 years
Certifications: CCNA, CCNP, Network+

NOC Technician – Tier I

Key skills