NOC Technician I

NOC Technician 1

About CIS:

Founded in 2008, CIS has evolved to meet the needs of their customers and emerging technologies. Back then, we took engineering, routing, and customer support to the next level. Today, our evolution led us to offer a holistic solution set, built around the most critical aspects of managing your IT network, delivering flexibility, capability, and agility.

Our core values are things we work and live by, to provide our customers with the best possible service. At CIS, we are committed, believe in our people, think ahead, and are diligent.

• Committed to our customers, excellence, transparency, and to delivering outstanding value and outcomes with every engagement.
• Believe in our people…the human resources behind the technology and processes we’ve built are our most valuable asset.
• Think ahead about how technology will change, and how enterprises will use it. We are proactive in anticipating problems and challenges, communicating, and remediating.
• Diligent about details, processes, and quality. We pay attention to the small stuff so our customers can stay focused on the big stuff without worrying.

Are you looking for a great work environment with an opportunity to grow and find a career. If you're interested in pursuing a career in the technology field but don't know how to get a foot in the door, this may be what you're looking for.

How Will You Contribute to the Company?

The Network Operations Center at CIS is the global standard in NOC Services, delivering unmatched reliability and excellence in everything we do. As a member of our NOC, you will experience a fun and collaborative environment, continuing education, and recurring team building activities. We aspire to maintain our industry leadership in technical support and customer satisfaction.

What Will You Do?

NOC Technician’s will interact with customers during network outages and/or service degradation. This position requires daily customer interaction via calls, emails, and our ticketing system. You will also provide basic technical troubleshooting and recommend resolutions to the customer when possible. Our NOC Technicians must have excellent communication, interpersonal, organizational, and presentation skills. As well as being self-motivated and detail oriented.

Responsibilities

• Respond promptly to customer inquiries via phone, email, and digital tickets
• Create & maintain case management records using a CRM
• Provide front line support to customers and partners
• Recommend enhancements to company products and services that would improve the serviceability and operation of our offerings
• Regularly provide feedback on the soundness and effectiveness of the department’s policies and procedure
• Maintain a high standard of customer satisfaction

Qualifications:

Minimum Qualifications:

• One (1) year of customer service experience
• High School diploma, general education degree, or equivalent
• Problem analysis and problem-solving (critical thinking)
• Knowledge of customer service principles and practices
• General knowledge of relevant computer applications
• Ability to type at least 30 WPM
• Knowledge and/or experience of administrative procedures
• Knowledge of Microsoft Office including Word, Excel, PowerPoint

Bonus Qualifications:

• Knowledge and experience in Networking (TCP/IP, DNS, DHCP, etc.)