NOC Technician
Highwinds Network Group, Inc. - Phoenix, AZ

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ABOUT US:
Highwinds is a leading provider of content delivery solutions. Our technologies are used to deliver online games, videos, advertising and software to millions of global consumers every day. We are actively seeking ambitious, dynamic, smart and energetic individuals to join our growing team! If you are motivated to deliver high-quality and innovative services, Highwinds can offer you a great career opportunity. We offer competitive salaries and comprehensive benefits including vacation, medical, dental, vision and 401k, to qualified team members.

Here are the top three reasons our people love working at Highwinds:

We build cutting-edge technology that is literally changing how the world consumes online content.

We get to collaborate with really smart, interesting people every day.

Highwinds rewards our team with really fun company events - past team outings include renting out theme parks just for our staff, participating in big charity events, attending private movie screenings and even a full company cruise!

JOB SUMMARY:
We are seeking a full-time Technical Support employee who is customer-focused and can learn new things quickly. The environment in our Technical Support Center is casual, fun and fast-paced.

The ideal candidate will have prior experience in a technical support help desk or NOC environment, and be able to explain advanced technical issues to customers in a clear and concise manner. The ideal candidate will be self-motivated and have the ability to reference resources within and outside of the company.

RESPONSIBILITIES:
Provide IP services, software, and Usenet/VPN technical support via tickets, phone, and live chat.
Monitor massive networks and server farms ensuring availability according to service level agreements.
Resolve customer issues within committed time frames.
Communicate and follow-up with customers of varying levels.
Troubleshoot, proactively identify potential problems and make recommendations regarding solutions.

REQUIRED PERSONAL SKILLS:
Strong organizational and time management skills.
Excellent interpersonal/communication skills (written and verbal).
An ability to work independently and as part of a team.
Dedication and commitment to providing continuous service for the advancement of technology.
An ability to adapt to change and resolve conflict.
An ability to prioritize and complete tasks accurately, and make decisions within established guidelines and policies.

Must be customer-focused, have a good understanding of the Internet, and know how to work with routing tools.
Must be able to resolve most of the customer service technical issues without assistance but within the policies and guidelines provided.
An ability to work holidays and have a flexible schedule.

EXPERIENCE:
Experience in technical troubleshooting and problem-solving.
Customer service experience in a technical support position.
Extensive computer experience with Windows-based systems and software.
Knowledge and/or use of Internet Protocols.

Any of the following would be preferred:
Experience with Usenet
Experience with VPN
Experience using UNIX/Linux (command line and shell scripting)
Experience in network troubleshooting
Professional technical certifications
Programming languages (C++, PHP, MySQL, or other technical experience)

WORKING CONDITIONS:
This position may involve special working conditions, including:

The ability to work holidays and have a flexible schedule, including weekends and night shifts.

This job description is not intended to be all-inclusive.

Highwinds is an Equal Opportunity Employer. EOE/AA M/F/D/V

If you are interested in this position with Highwinds, please apply by visiting our website at www.highwinds.com/careers .

If your experience and qualifications match our current needs, a member of our human resources team will contact you. We look forward to hearing from you!

Highwinds - 15 months ago - save job - copy to clipboard
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