Position: NOC Technician
Company: SUNVERY
Category: Support
Experience required: 3y
English level: upper

- Computer Services Unlimited, Inc. (CSU) - is a Full-Service Technology Solutions Provider. We specialize in IT consulting, Managed IT Services, Cloud Services and more!

We are currently seeking an experienced NOC Technician II to join our growing team to help support the technology needs of our clients in Baltimore and surrounding areas. Must have prior experience working for a Managed Service Provider (MSP).

**About CSU:**

CSU was founded in 2004 to fill an ever-growing demand for cost-effective IT solutions that enable small and mid-sized businesses to operate at the level of a large corporation with a dedicated IT department.
The role of NOC II Technician requires an exceptional individual who possesses the ability to support both the human and technical sides of technology. This position will rely on excellent client customer service, problem solving, and communication skills to provide helpdesk support to resolve most day-to-day issues. This role requires a strong technical aptitude, ability to work well on a team, capable of working proactively, and on your own initiative in carrying out day-to-day responsibilities.

**Responsibilities include but are not limited to:**

•	Monitor help desk system for support requests, troubleshoot/diagnose, resolve to completion with proper follow up or escalate when necessary. Operate in the field as needed for special projects and resolve client issues onsite at their office.
•	Address support tickets assigned based on priority/urgency in an efficient, effective and timely manner.
•	Provide permanent solutions to clients by effectively diagnosing issues; e.g. gathering details of the root cause to prevent reoccurrence, or when necessary escalate reoccurring issues to other CSU staff to work towards a permanent solution.
•	Properly update tickets with status, progress and detailed resolution steps and account for time allocated to each ticket.
•	Good technical support skills to assist and troubleshoot non-technical users on a variety of operating systems, hardware, devices, software and environments.
•	Good communication skills with the ability to help clients troubleshoot issues over the phone and via chat, email, etc.

**Qualifications, Job Experience, Knowledge, Skills and Abilities:**

•	3-5+ years of IT support experience performing network support, server support, troubleshooting, and computer maintenance
•	Must have previous experience working for a Managed Service Provider (MSP)
•	Microsoft certifications are a plus including MCSE, MCP, etc.
•	Strong experience troubleshooting and resolving hardware, software, systems and network issues; Ability to install, upgrade, repair, move, and replace servers, desktops, laptops and peripherals
•	Strong knowledge of Windows client operating systems and standard office applications
•	Skilled in MS Office Suite, Outlook, web-based applications, etc.; Experience with Microsoft 365
•	Strong knowledge of Windows Server roles like Active Directory
•	Proficient with a range of diagnostic utilities, including various Remote Management / Monitoring (RMM) applications
•	Understanding of small and medium-sized business networking protocols and internet connectivity
•	Excellent written and verbal communication skills with ability to communicate in both technical and non-technical language.
•	Demonstrated success with providing support and problem resolution with unfamiliar systems, software and hardware and a passion for solving problems long-term
•	Excellent troubleshooting skills and ability to evaluate and manage changes, understanding their impact to systems, business and users
•	Ability to work collaboratively with employees within department and across functions
•	Ability to deliver outstanding customer service, demonstrate professionalism while maintaining composure in stressful situations
•	Ability to communicate, and present ideas in user-friendly language to both technical and non-technical clients and staff as needed
•	Ability to conduct research into a wide range of technical issues as required
•	Must be able to work well with stringent deadlines and possess good organizational skills
•	Must be detail-oriented with a strong work ethic focused on providing a positive customer experience
•	Proficiency with any of the following is a big plus: Autotask, Datto RMM, Datto Backup Systems, Microsoft 365, SonicWall Firewalls, Email and Server Migrations
•	Managed Service Provider: 2 years (Required)
•	IT Support: 3 years (Required)