NOC Monitoring Supervisor at Starsight Energy

Duties and Responsibilities

• Remotely assist the technical operations team to ensure compliance on all their site duties
• Closely monitor performance parameters using the remote monitoring systems and identify trends  
• Document records of planned maintenance operations.
• Escalate issues to the appropriate parties as needed to ensure the most efficient and expedient means to problems resolution
• Involvement in field work and 'know your clients' scheme.
• Serves customers by providing product and service information; resolving product and service problem.
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Prepares product or service reports by collecting and analyzing customer information.
• Report preparation, correspondence duties with clients and outsourced personnel.
• Additional duties required as needed

Competencies

• 1 to 2 years of experience
• Technical certifications (MCITP, SonicWall, Cisco, etc.) are a strong plus; high commitment level to obtaining certifications in a scheduled timeframe
• Experience with troubleshooting and supporting of various technology environments, over the phone within a helpdesk/NOC environment
• Must have excellent phone etiquette as well as customer service and interpersonal skills
• Comprehensive understanding of operating platforms, connectivity, security, email, and information storage
• Must be strong in both Windows server and desktop operating systems
• Knowledge of Office 365, Exchange, Active Directory, DNS, Outlook
• Must understand domains and TCP/IP and working knowledge of SNMP, OSI Model, Syslog is highly preferred
• Working within an environment under SLA-like conditions is highly preferred
• Outstanding communication, project management and organizational skills required with case Management/ticketing systems experience
• They should have prior experience working in a data center, NOC environment. Technical background in networking and engineering