Job Description

The Managed Services team is responsible for providing post-sales support to Choice Cloud business customers who have managed services contracts/agreements. Services range from monitoring hardware to fully managed solutions encompassing any or all of the following technologies: VPN, Citrix, router protocols, firewall monitoring, physical and virtual backup systems management, O365 management and hosting.

This is a customer-focused, on-site role in which the NOC Engineer will be expected to handle and resolve customer issues through phone and email. This specific role is for a resource with a strong background in troubleshooting methodology and identifying issues that need to be escalated to problem management for resolution.

The NOC Engineer I is responsible for monitoring the help desk console for new alerts, working new break/fix and existing tickets as assigned, documentation, assessments, and scripting. The NOC Engineer I will also assist Professional Service Engineers and other departments within managed services with tasks and tickets as required or directed by the NOC Manager. This role will be a part of the Tier 1/2 escalation team and will have a work shift consisting of rotating days, Sunday through Saturday, from 9:00 pm to 9:00 am CST. This position will work 3 to 4 nights per week.

Technical Responsibilities

• Update tickets with detailed notes until resolved or escalated
• Achieve and maintain required certifications and complete additional training programs for continued growth
• Handle and resolve incoming Managed Services and Help Desk work tickets; must be knowledgeable of technical details and be able to clearly explain to nontechnical end users
• Ensure all services are delivered on time and in accordance with Choice Cloud’s business customers’ expectations and contractual requirements
• Contribute to the ongoing development of the Managed Service function by sharing knowledge, experience, and expertise with other team members
• Ensure all aspects of the department “business as usual” operations can be maintained to meet customers’ requirements
• Work to ensure SLAs are met according to contractual requirements and ensure progress updates are provided to the customer as required where service issues are identified.
• Assist the team where required by actively working on customer issues, handling calls, etc.
• Manage the Managed Services Queue during assigned rotations and proactively help to keep the queue caught up when there is downtime
• Directly interact with customers by phone or email and may have to handle multiple accounts/issues simultaneously
• Must work from a Choice-provided virtual desktop during the assigned shift, and handle or prioritize after-hours requests and tasks appropriately and professionally
• Other responsibilities as assigned by the NOC team lead and/or Director of Managed Services

Requirements

• Strong technical, quantitative, and analytical skills
• Professionally assertive
• Able to deal with challenging customer and staffing issues in a professional and supportive manner and to see these through to resolution and/or escalation
• Good academic background with a degree or equivalent qualification in Information Technology, Business Studies, Computing, or relevant subject is a plus
• Should be proficient with at least one of the following: Microsoft AD, O365, Citrix XenApp or Citrix XenDesktop; Microsoft MCSA or MCSE a plus

Managed Services Requirements & Expectations

• Will be available via Slack, email, and phone to provide timely answers to team members, vendors, and customers
• Must report to the Choice Solutions HQ location in Overland Park, KS office during the assigned shift
• Perform after-hours duties on an on-call rotation and as-needed basis
• Assist the team where required by actively working on customer issues, handling calls, assisting other team members in issue resolution, etc.
• Contribute to the ongoing development of the Managed Service function by sharing knowledge, experience, and expertise with other team members
• Interact with the Service Delivery Team, Professional Services Engineers, and Account Managers to provide our customers with the Choice Experience
• Must directly interact with various customers
• Experience within a Multi-Tenant Managed Service environment
• Ability to work within a team, both in-person and virtual media outlets for remote contacts
• Capable of managing own workload with minimal supervision to meet tight deadlines
• Detail-oriented and process driven and to see tickets through to resolution and/or escalation

Choice Solutions Requirements & Expectations

• Express a positive and confident, can-do attitude
• Dependable, adaptable, flexible, and a team player
• Personal dedication to ongoing training and development
• Excellent organizational and problem-solving skills
• Strong oral and written communication skills
• Professional appearance, attitude, and communication
• Timely delivery of required internal documents such as time sheets and expense reports
• Maintain confidentiality in all aspects of client, staff, and agency information
• Able to handle challenges and issues in a professional and supportive manner