NOC Systems Analyst (Level II)

ProTech Services Group seeks a NOC Systems Analyst (Level II) for a permanent, in-office position in Memphis, TN. 
 
The NOC Systems Analyst is responsible for performing technical and customer service tasks to support our clients in an effective and proactive manner while providing an excellent customer experience.

Job Description

• Provide technical support services to a range of clients in various verticals
• Field incoming telephone calls, voice mail messages, and emails from end users and respond appropriately to resolve issues
• Respond and resolve alerts/issues on server and network infrastructure
• Triage and document technical issues
• Troubleshoot LAN/WAN user connectivity issues
• Implement and support Office 365 products
• Perform Windows OS installs/updates/upgrades
• Support, monitor, and troubleshoot Windows and MAC workstation hardware and software issues
• Provide mentoring and support to NOC Technicians
• Work technical support tickets for various clients in varying degrees of difficulty:
  • Microsoft Desktops and Servers
  • macOS Desktops
  • Active Directory
  • Office365
  • Mobile Devices
  • LAN/WAN Issues
  • Install Software Applications
  • New User Setups

• Provide excellent customer service to all clients

Requirements

• Experience supporting Microsoft/Apple Desktop operating systems
• Strong with Office 365 tenant space & user administration and applications
• Strong experience administering Active Directory
• Experience with creating and editing Group Policy Objects
• Experience with Azure Active Directory and Intune
• Experience with network device configuration (firewalls, switches, access points)
• Proficiency using remote access tools
• Knowledge of working within a ticketing system
• Effective communication skills (verbal and written)
• Proven, excellent customer service
• Patience under stressful situations (i.e. network outages, server down, etc.)
• Ability to think critically by using reasoning to identify the strengths and weaknesses of alternative approaches to problems
• Ability to work alone, in a group, or under direct supervision effectively
• An attitude conducive to learning and accepting challenges head on is a must
• Experience in customer facing direct support is a must
• A+, Network+ certifications and either a degree in IS or commiserate experience
• Ability to work as a member of a technical team and independently
• Reliable Transportation