***Network Operations Center I (NOC I) Support Specialist *** -

***Network Operations Center I (NOC I) Support Specialist *** -

Are you looking to use your IT education, experience, and passion in a dynamic, growing integrated services environment? If so, we encourage you to look into joining our growing team!

We are hiring for a Network Operations Center I (NOC I) Support Specialist to join our team. We are a small but growing IT Integration company focusing on delivering a suite of IT and related technology solutions to small and medium businesses within the Orange County area. This position will work out of our Costa Mesa, CA office.

Primary Responsibilities
• Process a queue of support tickets across customer base
• Identify and resolve Tier I customer technical support/IT issues remotely and by phone, using a variety of diagnostic tools
• Conduct all facets of the core job duties over the phone and/or in a remote support fashion, speaking both to non-technical and technical people to identify and resolve IT issues
• Receive and process service requests from customer base via inbound phone calls, support inbox
• Follow up with subcontracted vendors/technicians for job status and paperwork (invoices, signed work orders, installation forms) as needed related to service tickets
• Update customers on ticket status frequently, following SLA and internal work flow guidelines and expectations
• Assist Operations team members with receiving vendor technical support by initiating vendor support phone calls
• Call into various vendor technical support providers when needed to get hardware and software troubleshooting support
• Assure that all documentation and information is collected, entered into the system, and processed in a complete and accurate form
• Work synergistically in a team environment where each employee's and the team's overall success is directly tied to one other
• Maintain a high level of customer satisfaction through an unwavering passion for and dedication to extraordinary service
• Attend training, meetings and other activities

• 1-2 years technical experience in a helpdesk environment
• Experience with inbound receipt of technical support requests
• Excellent customer service skills
• Excellent oral and written communication skills
• Strong time management skills
• High standard of business and ethical conduct
• Experience managing activity within a ticketing system (or via work orders)
Preferred Experience
• Computer desktop, laptop, mobile devices (tablets, phones, etc) OS support (Windows XP/Vista/7/8, Apple OSx, iOS)
• Basic understanding of VOIP systems
• Printer/Copy/Fax/Scan hardware support
• Networking Fundamentals
• Software support (I.E. Microsoft Office, Anti-virus, spam filtering, and security software)
• Remote access, including LogMeIn Central, Join.Me, VPN tunneling
• Salesforce
• Allworx telecommunications products. Allworx certification highly desired.
• Wifi support
• Back-up and recovery software

What we offer:
• Professional work environment
• Competitive compensation and flexible work environment
• Technologically diverse product mix that allows for skill set enhancement
• Talented and committed co-workers and management
• Paid Holidays, Vacation time

No Recruiters*
Orange County, Los Angeles, San Diego candidates preferred. **