Description
EDNETICS IS THE TEAM TO JOIN – We provide a CAREER, NOT just a BONUS!
- Competitive Salary
- Incentive Program
- Company Paid Medical, Dental and Vision Insurance for Employee. Company subsidized for dependents.
- Company Paid Life and Disability Insurance
- Voluntary Life, Critical Care and Accident Insurance
- Paid Time Off
- Paid Company Holidays
- Employee Assistance Program
- Onsite Fitness Center / Gym Membership Reimbursement
- Easy Parking and Excellent Facilities
- Team Building Activities
- LAN Parties and Raid Nights
The Senior NOC Analyst is a pivotal role within Ednetics' Network Operations Center, dedicated to advancing and sharing technical expertise at a higher level. This position involves managing complex support cases, leading Managed Service Project onboardings, and troubleshooting intricate issues related to Network, Collaboration, Data Center, and Physical Security systems. Senior NOC Analysts act as key escalation points for both NOC Analyst I and II team members, mentor the NOC team, and drive improvements in processes and documentation. They possess a comprehensive understanding of Ednetics' technical solutions across all lines of business and lead the development of specialized IT skills within the team.
Essential Duties and Responsibilities
- Contribute to the organization’s success by delivering top-notch service, treating individuals with professionalism, warmth, and respect, and ensuring that customers and vendors feel valued.
- Close complex support cases efficiently, ensuring high customer satisfaction.
- Manage the support line and inbox, create and process tickets, and resolve all types of support cases.
- Act as a primary escalation point for the NOC team, addressing high-impact issues and providing expertise in complex areas.
- Participate in the on-call rotation; follow all maintenance and outage procedures.
- Maintain on-call availability for after-hours support escalations and Managed Services priorities.
- Develop and manage documentation related to Managed Services and Support cases, including processes and best practices.
- Lead and contribute to Managed Services Projects, ensuring timely and successful delivery of projects.
- Facilitate and contribute to NOC team meetings, providing leadership and guidance.
- Pursue continuing education opportunities to enhance personal and professional growth.
- Understand Ednetics' technical solutions across all business lines and guide the development of specialized IT skills.
- Mentor and support NOC Analyst I and II team members, promoting knowledge sharing and skill development.
- Home office opportunities may be available up to 40% of the position's schedule with reliable home office internet service.
Performance Standards
- Ensure the highest quality of service by treating everyone with professionalism, warmth, courtesy, and respect. Make a concerted effort to make vendors feel valued and integral to Ednetics' success.
- Demonstrate superior communication skills, both written and verbal, to effectively interact with customers, vendors, and team members.
- Exhibit resourcefulness and flexibility in addressing job needs. Utilize advanced troubleshooting expertise and technical ability to resolve complex issues.
- Apply strong analytical, critical thinking, and problem-solving skills to manage and resolve support cases effectively.
- Demonstrate a diligent, motivated, and committed work ethic. Consistently put in extra effort to achieve organizational goals.
- Consistently meet or exceed project deadlines and complete assigned tasks reliably, contributing to the overall success of the NOC team and Ednetics.
Supervisory Responsibilities
- Provide guidance and mentorship to NOC Analyst I and II team members, offering support in managing and resolving complex support cases and ensuring adherence to best practices and established procedures.
- Act as an escalation point for challenging issues, facilitate knowledge sharing and training and monitor team performance to enhance overall efficiency and skill development.
Desired Skills and Abilities
- Possess advanced proficiency in NetSuite, with a solid capability to oversee case management and time tracking efficiently.
- Understand Customer Support and project processes.
- Demonstrate strong proficiency in the Microsoft Office suite, including Outlook, Word, Visio, and Excel.
- Continually work to learn business best practices and team processes.
- Follow NOC Team procedures and best practices in completing assigned responsibilities.
- Act in a professional manner, always showing good judgment and integrity.
- Maintain a strong work ethic, including diligence, motivation, commitment, and consistently making extra effort.
- Welcome and accept constructive feedback from both management and co-workers.
- Be a reliable team member who can meet or exceed deadlines and complete assigned tasks.
- Exhibit a team player attitude focused on building up the team and its members, maintaining healthy and constructive communication with management.
Education and Experience
- At least three years of experience in Ednetics and/or equivalent network experience with another organization.
- Five or more years of experience in the IT industry or education in an IT-related field.
- Experience installing, managing, or supporting network hardware, data centers, phone systems, and IP Video Surveillance is required.
- Advanced understanding of Ednetics’ customer support processes and tools.
Certificates, Licenses, and Registrations
- Possess or be working towards a relevant professional-level certification recognized by Ednetics.
Language Skills
Has the ability to read, comprehend, and interpret moderate to complex instructions and correspondence. Can create professional business correspondence and present information effectively in a clear, concise, and professional manner.
Travel
Regional travel opportunities as needed to assist with project work, typically less than 10% overall. Travel is expected for team building and continuing education.
About Us
Ednetics Inc. is a growing organization with a unique and outstanding corporate culture. Ednetics’ people enthusiastically support the technology needs of education and government communities in the Western U.S.
Ednetics Inc. is an equal opportunity employer. http://www.ednetics.com/
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