NOC Engineer II
mindSHIFT Technologies, Inc. - Commack, NY

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Monitor network traffic, serve as primary point of contact for problem escalation for resolution, and provide service and technical support in a “Help Desk” environment. Field phone calls from on-line customers requesting assistance with initial installs; troubleshoot HW/SW issues for existing clients.

  • Monitoring of all aspects of network including Servers, DSL lines, T-1 lines & Web sites. Monitoring of AS/400 Systems, particularly memory and disk usage, plus performing backups and restores on AS/400 Systems.

  • Handle a large number of technical calls from Internet customers as well as internal employees. Calls include requests for new Internet accounts and initial set up assistance; requests to change passwords; resolution of e-mail problems; research inoperative connections; resolve networking and browser configuration problems; assist with desktop PC HW/SW problems.
    Specification, ordering, and installation of Program Temporary Fixes (PTF's)

  • Field phone calls from on-line customers requesting assistance with initial equipment installations; troubleshoot HW/SW issues and exercise discretion and independent judgment in resolving mission critical customer issues, making administrative changes to live systems that effect email, DNS, etc.and could have a material impact on customers business operations.

  • Travel to customer sites as necessary.

  • Compiles, and where required, maintain activity reports.

  • Undertake Special Projects and perform side duties as required.

Position Requirements
  • Customer oriented, with a desire to resolve problems to the customer’s satisfaction while maintaining focus on productivity, efficiency and quality
  • Hands on server experience
  • Data Center/Call Center experience preferred
  • Adaptable, flexible, patient and professional even under tense customer situations
  • Ability to work in a fast paced often high-pressure environment
  • Excellent communication, and verbal skills
  • Good data entry skills
  • 1 – 3 years related technician experience

Educational Requirements:
  • AAS degree or Technical School
  • A+ certificate and Network + certificate desirable

Critical Competencies:

Leadership – Ability to participate in problem resolution. Quick to learn and take charge. A self-starter committed to finding creative solutions to difficult problems. Ability to work in team environment.

Management of Resources - Will organize, prioritize and manage work under deadlines.

Business Knowledge – Demonstrate analytical and problem solving skills using knowledge, experience and understanding of basic internet concepts.

Communication skills – Excellent verbal and written skills. Will handle sensitive and proprietary information with complete confidentiality.

Must be able to Multi-task

Must be Self-Motivated / Enthusiastic / Strong Work Ethic