This is a fully remote position, open to applicants in United States.

• Contribute significantly to the 24/7 monitoring and remediation team.

• Precisely identify and address system failures and potential issues.

• Maintain accurate documentation.

• Carry out maintenance and administrative tasks to support the environments of managed service clients.

• Technical Support and Troubleshooting

• Provide technical assistance: Deliver prompt and effective support to end-users for software, hardware, and network-related challenges.

• Diagnose and resolve issues: Identify, diagnose, and troubleshoot various IT problems through phone, email, or in-person interactions.

• Collaborate for problem resolution: Partner with internal/external resources to restore client environments.

• Manage RMA processes: Oversee and track RMA requests.

• Move, Add, Change, and Delete (MACD) Operations.

• Implement configuration changes, installations, relocations, and decommissions for voice and video communication devices.

• Conduct updates, installations, and relocations for network equipment.

• Oversee the setup, configuration, relocation, and removal of peripherals and laptops.

• Daily Operational Tasks.

• Execute daily preventative maintenance checks and manage client backup services.

• Understanding Managed Service Functions.

• ITIL framework: Basic understanding of the ITIL framework concerning service, incident, change, and problem management.

• Ticket management: Open, track, and close service tickets in ITSM while ensuring detailed notes are maintained.

• Client and Team Interaction: Address client requests while managing incoming calls.

• Communication management: Oversee email inbox and chats.

• IT team collaboration: Collaborate closely with the IT team.

• User Communication and Compliance: Provide direct communication to impacted users.

• Shift handoffs: Ensure proper handoffs are conducted.

• [Insert benefits here]

• [Insert additional benefits here]

NOC Analyst Intern

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