The purpose of this role is to support the Director, providing real-time updates, discussion,
ideas and feedback, as well as with the rest of the CS/NOC team regarding data backup, RMM management,
security, and general troubleshooting. The NOC Engineer is responsible for proper RMM ticket resolution,
development and maintenance of automated processes, script development, backup monitoring/remediation, tool
onboarding/offboarding, and all other aspects of centralized services and NOC activities.The NOC Engineer will also provide high-level hands on troubleshooting of identified issues on monitored and supported endpoints, provide required regular departmental reports to the director as necessary, and work with all CS/NOC members toward the goal of continual departmental improvement.

Team Overview

The primary purpose of the CS/NOC team is to proactively monitor our client’s network infrastructure by responding and addressing various network system alerts via automated and service tickets, as well as provide disaster and backup recovery services leveraging preferred hardware and cloud based backup solutions. This team comprises of a multi-level support structure lead by the Director and comprised of Administrators who conduct recurring maintenance tasks and reviews, Specialists who configure and install the necessary tools for maximum uptime, and Engineers who take the lead troubleshooting client issues, developing scripts for efficient deployments and constantly working to improve system design.

Essential Job Functions:

Technical Administration – Infrastructure Monitoring
Infrastructure Maintenance
Alert Response and Resolution
Backup Administration * Manages and maintains the health and “uptime” of client workstations, servers, switches, firewalls, and related infrastructure operating systems and applications (ie: User Management, Backup, Anti-Virus, SOC, etc.)

• Performs recurring maintenance tasks for client networks
• Enters tickets into ticketing system
• Proactively responds to administrative alerts
• Performs Backup Reviews and resolves backup issues and restore requests
• Ensures stability and protection of electronic information (ie: manages backups, anti-virus, web surfing, firewall access, spam filtering, etc.)
• Assistance executing team projects such as client onboarding, offboarding, product deployment and removal, etc
• Develops, tests, and deploys scripts via RMM

Administrative

• Attends group and general staff meetings
• Prepares status reports and recap emails as necessary
• Prepares Timesheets
• Updates Trouble Tickets
• Creates Procedures Documents as necessary
• Documents standards and procedures

Training & Development

• Improves professional and technical knowledge

Performance Factors

• Proactive thinker who has an intense drive to succeed
• Stays calm in stressful situations
• Ability to thrive in a rapidly changing environment
• Excellent verbal and written communication skills in order to communicate with teammates and managers re: workflow, scheduling, and ETAs
• Effectively commands respect from peers
• Working with a meticulous “attention to detail” and “sense of urgency”
• Ability to efficiently and effectively perform the technical requirements
• Ability to address issues and projects to consistently meet deadlines
• Meet or exceed the established metrics for the position

Typical Minimum Requirements

• Fluent in the following applications:
• Connectwise Automate
• Connectwise Manage
• Microsoft Office Packages
• Experience with preferably one or more of the following:
• Help Desk Ticketing Software
• Windows Desktop and Server Operating Systems
• Windows Group Policy
• Windows Active Directory
• Microsoft SQL
• Basic understanding of Customer Service concepts

Typical Experience:

• Five years’ experience in an Engineering or Administrative capacity
• Experience working directly with clients to satisfy ongoing requests
• Experience supporting a team of professionals

Performance Abilities:

• Excellent verbal and written communication skills
• Professional demeanor
• Organized: able to manage and complete multiple projects simultaneously
• Detail Oriented: able to apply consistency throughout the work product
• Efficient: effective at producing required results in a short amount of time
• Follow directions yet applies judgment and can be flexible
• Team member yet knows when to work independently
• Proactive: able to note things that need to be done without being prompted and proactively address them
• Ability to work from home if and when necessary

Physical and Other Requirements:

• Substantial periods of work utilizing a computer, monitor, keyboard, and mouse
• Must possess mobility to work in a standard office setting and to use standard office equipment, including a computer, monitor, keyboard, and mouse
• Stamina to maintain attention to detail despite interruptions
• Vision to read printed materials and a computer screen
• Hearing and speech to communicate in person and over the telephone
• Capable of lifting up to 25 pounds (from time to time)

Note: This Job Description is not intended to describe every element of the position. From time to time, staff may be asked to perform various job related duties not listed above.

Job Type: Full-time

Pay: $50,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: Hybrid remote in Monroe, LA 71201

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