NOC Engineer

Motorola Solutions•New York, NY

21h•Onsite

About The Position

The NG911 Service Desk provides 24/7 monitoring and response services for 9-1-1 Public Safety in NYC. Primary responsibilities include, but are not limited to, monitoring, issue recording, escalation, general triage, and resolving Tier 1 issues in a timely manner utilizing the provided software tool sets. Typical solutions supported include Windows Servers, Linux Servers, out-of-band management, Telco carriers, and networking devices (such as switches, routers, and firewalls). Senior technicians will provide ongoing technical training and process instruction to members of staff. Position can involve training of new Tier 1 staff.

Requirements

2+ years of experience in Customer Service, Call Center, or Operations support in a customer-facing IT Service organization.
Familiar with Microsoft Windows products.
Use of ServiceNow or Remedy for Incident Management (Problem, Asset, and Change a Plus)
Exceptional written and verbal communication skills.
Ability to remain level-headed and professional at all times.
Must be able to work in a 24/7 shift environment.
Must be able to work overtime as required.
High School diploma, Associates, or Bachelor's degree in Business, Communications, General Studies, IT, or Technology
2+ years of Technical Service-desk, Customer Service, Call Center or Operations Support experience in a customer-facing IT service organization required.
Legal authorization to work in the U.S. indefinitely is required.
Employer work permit sponsorship is not available for this position.

Nice To Haves

Remote or virtual machine support experience is a plus
Technical Writing skills are a plus.

Responsibilities

monitoring
issue recording
escalation
general triage
resolving Tier 1 issues in a timely manner utilizing the provided software tool sets
ongoing technical training
process instruction to members of staff
training of new Tier 1 staff