Position Summary

The NOC Technician II will be responsible for working in a team environment in support of DartPoints’ mission critical suite of colocation and technical services. The primary components of this position include second tier technical support, physical security, and system monitoring. Assist Engineering Services with projects and day-to-day functions. Customer focus is one of DartPoints’ key pillars and this position requires communicating with DartPoints customers on a regular basis.

THIS IS NOT A REMOTE POSITION.

Primary Responsibilities

• Data Center Operations Support of DartPoints’ customer base.
• Support DartPoints’ public cloud, virtual OS, backup, vaulting, and DR platform.
• Provide immediate customer interaction support via ACD, e-mail and portal request.
• Ongoing development and training of supported products and services.
• Serve as backup to local teams for facility related activities.
• Perform routine rounds and equipment readings throughout data center facility.
• Maintain a working level of proficiency with all DartPoints co-location, Cloud, and managed service platforms.
• Familiarity and support of multiple operating systems and anti-virus management.
• Assist customers with onsite installation and service requests.
• Establish and maintain security access via badge and biometrics for all customers.
• Properly identify all visitors and provide escort to specified premise equipment.
• Actively monitor all security and video surveillance systems.
• 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 advanced troubleshooting of customer related issues and events.
• Other duties as assigned by Supervisor or Manager

Qualifications and Prerequisites

• Required
• High School Diploma or Equivalent
• College course work in related field or equivalent work experience
• Associate degree preferred; and/or High School Diploma with equivalent work experience.
• Must have a valid driver’s 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

• Preferred
• Help Desk or Data Center experience – 2 to 4 years.
• Experience with ConnectWise, or other ITSM applications – 2 to 4 years
• Troubleshooting process and procedures – 2 to 4 years
• Certifications: CCNA, CCNP, Network+
• Other
• Must be able to work flexible day and evening hours, weekends, and holidays.
• Must be able to climb ladders and assist with installations.
• Must be able to lift equipment and packages of 50lbs or greater.
• Exposure to moderate noise levels

Benefits

• 401K Retirement (must be 21 years of age), Health Insurance, Life Insurance, Short Term Disability

Disclaimer: This job description has been designed to indicate the general nature and level of work performed by employees within this position and may change at any time with or without notice. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.