Netsync Network Solutions NOC Analyst in Dallas, Texas
Netsync provides award winning 24x7 Managed Services provides support on our client's critical infrastructure. We leverage industry best practices and deep technical engineers to help clients dramatically reduce IT outages and improve time to resolution. Netsync is at the forefront of change, is moving at an amazing pace, and is looking for an Analyst to join a dynamic and growing team of individuals.
Our overnight NOC Analysts are responsible for handling all incoming calls and customer requests, creating trouble tickets and providing support when capable and/or required.
Roles and Responsibilities
This role will require overnight shifts
Create tickets and handle incoming queries and requests from end users, either via email, phone, or the portal
Prepare shift handover documentation for the incoming day shift
Take detailed notes of the problems the user is experiencing, determine next steps, where to route the tickets and manage the flow of incoming support requests
Perform service desk functions and support requests, including: password resets, phone setups, voice MACd requests, end user device support, end user software support, troubleshoot windows, exchange, o365 and AD issues. – This includes support for Netsync Internal AND Managed Service customers.
Active Directory (Password Resets)
Outlook and O365 troubleshooting
Extensive hardware troubleshooting (blue screen, frozen computer, etc.)
Perform 1st Level Support to user inquiries, assess problems or issues with IT equipment and applications.
Will work closely with other IT department personnel to provide assistance on tasks
Provide remote support to internal staff on applications and systems used by Netsync (Microsoft Operating Systems and Applications/Cisco Communications Solutions/Adobe PDF Solutions).
Maintain documentation to support department-wide operations. This can include FAQ documents for users that detail common issues, standard operating procedures or customer information
Potentially provide support in evening and night shifts.
Other duties as assigned by management
Skills and Experience
§ Multi-task oriented
§ Must be customer service focused
§ Detail oriented, accurate, and organized
§ Familiarity with service/helpdesk ticketing system
§ An understanding of how Microsoft's Active Directory (AD), Exchange, and other core components work.
§ Excellent communication and organization skills