Associate NOC Technician Associate NOC Technician

Landis+Gyr • Lenexa, KS

23h • $53,580 - $6,958

About The Position

The Landis+Gyr Network Operations Center (NOC) Technician is primarily responsible for monitoring and support of the data center and related components in a 24/7/365 environment. Using Information Technology Infrastructure Library (ITIL) based best practices, the NOC Technician provides best in class technical service support. Providing support for internal operations across the globe, this position is responsible for initial triage and escalation as necessary to the different technical support teams. Additionally, this role acts as the communication hub for Customer Operations, regularly sending notifications and updates on incidents and events to all levels of the organization.

Requirements

• Ability to multi-task & prioritize.
• Personal Computer skills
• Proficient with Microsoft Office Suite
• Keyboard/typing skills
• Ability to effectively communicate both verbally and in writing.
• Write and execute SQL and Oracle queries
• Data analysis and ability to proactively identify trends
• Technical troubleshooting
• Self-motivated
• Strong customer service experience.
• Excellent phone etiquette.
• Experience with Microsoft PowerShell
• Associates Degree
• 1 - 3 + years of experience in customer service, technical support in related field, or utility industry.
• Experience with the following software programs and operating systems: Windows, Windows Server Environment, Microsoft Office, SQL Server, Oracle, UNIX, Sun Solaris or related programs.
• Experience with general PC hardware, communication devices, and/or networking.
• Experience with case creation and management using ticketing software.

Nice To Haves

• RF experience desirable
• Utility operations experience desirable
• A combination of education and experience may be considered.

Responsibilities

• Monitoring of the Production and Disaster Recovery Data Centers and related components
• Monitoring of electronic devices, radios and/or other hardware or software offerings as part of a managed service or data hosting customer agreement.
• Troubleshooting and sustaining/improving managed service Radio Frequency (RF) and Internet Protocol (IP) network capabilities through the use of various monitoring tools and applications.
• Receives and resolves incident requests from internal and external customer inquiries by providing support via the telephone, e-mail, etc.
• Works independently 70%+ of the time.
• Triage, diagnose and escalate incidents to other support groups; responsible for sharing knowledge for all escalated incidents
• Each shift (day, swing and night) will be responsible for communicating the Shift Brief documentation to the next shift.
• Logs, accurately tracks and documents all work within ticketing system, Customer relationship management (CRM).
• Acts as communication hub for all of Customer Operations unplanned incidents and scheduled events
• Resolve customer complaints via phone, email, and CRM
• Supports and adheres to Company’s core values.
• Performs other duties or responsibilities as assigned or required.
• Supports and adheres to Company’s Code of Conduct and Ethics Policy.
• Represents Company in a positive, professional manner when working with both internal and external customers.

Benefits

• employees are offered a comprehensive and competitive package of benefits including medical, dental and vision coverage, life insurance, and a 401(k)-retirement plan featuring a generous company match incentive.
• Additionally, we offer three (3) weeks of Paid Time Off (PTO) as well as eleven (11) paid holidays.
• We also offer a tuition reimbursement program, optional pet insurance, supplemental medical coverage and a host of other perks to ensure the health, wellness, and enrichment of our team members.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree