Field Technician NOC
Dacon Technical Inc - Hugo, MN

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NOC Technician Job Description
COMPANY:Dacon Technical
Position: Network Operations Center Technician Direct Report: NOC Supervisor Objective: Respond to customer requests ASAP and install
Essential Functions: Follow technical documentation to ensure complete, accurate, and efficient technical resolutions
1. Answer incoming phone calls and handle customer requests via Remote Assistance, which may include, but is not limited to:
o Error message trouble shooting
o Printer installation
o Email setup, testing, and troubleshooting
o Install / upgrade software
o Create and configure new user environments
o Setup / troubleshoot remote access to LAN side servers and workstations
2. Maintain and troubleshoot Managed Services offerings, which may include, but not limited to, the following technologies:
o Antivirus, off site backup, disk imaging backup, Disaster Recovery, Internet filtering, Windows Updates
3. Configure and maintain extensive monitoring of customer devices
4. Handle in shop technical needs that may include, but are not limited to:
o Malware removal
o Hardware repair / upgrade
o Operating system install / troubleshooting
o Server / workstation preparation for On-site deployment
5. Educate customers and make recommendations
6. Create, confirm, and update documentation concerning all customer information
7. Follow-up with customers to ensure 100% satisfaction with all work completed

Additional Functions:
1. Support Customer Service Advocate in the following functions, but not limited to:
1. Make outbound calls to customers to schedule Service Tickets

2. Respond to emails sent =Department
3. Help customers as they come into the office
4. Watch and respond to notifications on the Active Issue List
5. Answer incoming calls for schedule requests
2. Field technician assistance as needed
3. Promote through BNI word of mouth networking

Experience/Skills Required:
? A+ Certification and proficiency in hardware and Windows Operating Systems
? Proficient in typing
? Able to log actions while completing work processes
? Excellent customer service skills
This description does not entirely list other possible duties that may be required in this position.