Senior NOC Technician

Insero Talent Solutions is recruiting a Senior NOC Technician for a manufacturing company in Rochester, NY.

General Responsibilities

Under the supervision of the IT director, provides quality desktop hardware and software deployment support for internal employees.

• Has a strong desire to embrace technology as a means of improving service.
• Provide timely resolutions to support requests while demonstrating customer care skill and practices, solid knowledge of PC equipment and configurations.
• Working knowledge of LAN, WAN Citrix environments.
• Ability to quickly diagnose and resolve problems relating to operating systems, hardware, applications, and networking while maintaining a friendly demeanor.
• Excellent customer service skills, attention to detail, and ability to multi-task

  Specific Duties
  

• Responsible for workstation builds/rebuilds, new user setups, equipment moves and other related jobs as needed.
• Responsible for completing software installation requests using department tools and in accordance to department policies, procedures and scheduled timelines.
• Performs desktop hardware and software troubleshooting, diagnostics, repair, testing, and upgrades. Logs, documents and closes customer incidents/requests through call tracking software and in accordance with established procedures.
• Provides proactive and professional communication to customers regarding the status of their requests and ensure tracking software is updated with current information on request status. Provides basic training to end-users to use technology available to them as needed.
• Provides employee support to remote sites. Must be willing and able to drive to remote site and perform special projects as assigned by management.
• Works in a team environment and consults co-workers and procedures to optimize quality and achieve timely resolution. Assists or trains team members as needed in performance of their job duties.
• Provides input on process changes and/or improvements to reduce end user down time or to enhance the quality of the desktops/software customers utilize.
• Communicates effectively with customers, technical experts and all levels of management.

  Qualifications (specify required or desired):

• Associates in a related field desired.
• Minimum of 3-4 years Desktop Support industry experience and problem solving/troubleshooting.
• Experience supporting Windows 7, Windows 10, Outlook, MS Office, Anti-Virus, current imaging and deployment solutions, and VPN.
• Knowledge of Cisco VOIP solutions and analog phone systems a plus
  • Senior level is achieved with 10+ years' experience, demonstration of leadership, and exceptional job proficiency