NOC Technical Specialist - WIN Technology : Job Details

DescriptionWhether it is our cutting-edge technology solutions, collaborative team environment, or commitment to our communities at WIN Technology, Connections Matter.What connections matter to you? Here at WIN Technology, we connect the Midwest to the globe, communities to life-enhancing services, and our employees and clients to the things that matter to them most. As the only Midwest IT Services provider backed by a wholly owned fiber network, we are growing fast and continuously invest in innovative new offerings and improved services that will help our clients stay ahead of the curve. Every day is filled with opportunities to create solutions and provide meaningful business value for our clients across multiple industries including healthcare, finance, manufacturing, and more. Our culture is fueled by twenty-nine WIN Ways that connect us to each other with a set of values and practices that we live each day. We enjoy challenges, solving problems, working hard, and having fun. Because we want everyone to feel connected to our culture and have the opportunity to work remotely, we offer a well-balanced hybrid approach to togetherness. We encourage our employees to pursue personal and career growth through development programs including leadership training, educational reimbursement, and certifications. While we are highly team oriented, we also recognize and celebrate individual contributions. We embrace a diversity of backgrounds, cultures, and ideas to make our teams even stronger as we grow. By connecting to our communities through volunteering and outreach, we proudly contribute to a wide variety of organizations including Special Olympics, Girls Who Code, United Way, and Feed My People. All employees receive 16 hours of volunteer time off each year, allowing them to give back to the organizations and causes that matter to them most.WIN Technology - Connections Matter.RequirementsPosition Summary:The NOC Technical Specialist is an integral role within the Network Management Department, and as such, all ideas, input and constructive recommendations will be highly valued. This position performs a highly diverse range of duties in a fast-paced technology driven environment. The NOC Technical Specialist will ensure maximum possible service availability and optimize performance of networks, servers, data center and internet services. The position will be taking directions from the NMC Manager.Primary Responsibilities:•Provide escalated guidance, response and Peer review of NMC Team •Communicate technical information and instructions to customers•Use ticketing system to promptly respond to customer requests and document issues and progress•Execute SOPs for routine operational items (backups, updates, etc.)•Create, maintain, and approve documentation for all infrastructure, systems and clients supported•Provide escalated support for routers, switches, SONET/DWDM Equipment, Linux servers and Windows Desktop and Servers •Work closely with the managers in the NMC to ensure tasks are delegated to the appropriate staff as needed •Collaborate in the development of SOPs, supporting documentation, and maintaining their accuracy to align with our department's requirements•Assist in providing training to the appropriate staff to ensure all tasks are completed correctly and timely as well as providing the leadership team with pertinent information regarding events from the NMC Service customers•Respond and update tickets in accordance with department procedures and ensure documented processes and procedures are being followed correctly•Follow change management procedures•Participate in an on-call rotation to support customers and systems•Perform any additional job-related duties needed to help drive our vision, fulfill our mission, and provide our members with industry leading service•Provide excellent customer service to all clients (internal and external)Preferred Technical Skills:•CompTIA A+/Network+/Linux+/Security+•Cisco CCNA certifications•MEF Certification •Linux and SNMP experience Qualifications:Possess, at minimum, an Associate's Degree or (3) years' related experience. Provide superior customer service skills in a responsive and professional manner. Willing to work 1st, 2nd or 3rd shift, rotational weekends and holidays that fall on scheduled shifts as well as the flexibility to work additional shifts to meet business demands.•Strong written and verbal communication skills•Critical thinker, organized, and focused•Strong problem-solving skills•Ability to follow and adhere to a defined process•Ability to effectively multi-task and work in a fast-paced environment while producing high quality results•Passionate about technology with self-motivation and willingness to master current and emerging technologies and obtain further certifications as necessary