At Vitis Technologies, we believe that success lies in delivering unparalleled customer experience. We achieve this by recruiting and hiring the most talented, customer-focused individuals with technical expertise in the industry. A positive and enthusiastic attitude, coupled with a commitment to providing the best possible user experience, is essential. Vitis Technologies succeeds in this through our customer-first approach.

As a NOC Analyst Tier 2, you will be responsible for server and infrastructure remediation of issues, resolution of escalated tickets from our Tier 1 NOC/Tier 2 helpdesk groups and provide as needed assistance to our professional services (projects) team for internal our customer initiatives.

Essential Responsibilities:

This position will include but is not limited to the following duties:

• Provide excellent support to our clients by:

• Troubleshooting Monitoring Alerts from our various management portals and agents
• Troubleshooting NOC Support tickets including escalations from NOC1
• Troubleshooting TAC Escalation Tickets

• Maintain client satisfaction through professional and courteous service.
• Maintain your knowledge and expertise by learning new and evolving technologies and by achieving appropriate industry and professional certifications.
• Contribute to our passion and direction by helping to improve technical practices.

Required

• 4+ year’s professional work experience
• Ability to work independently and within a team environment.
• Critical thinking and problem-solving skills.
• Network+, CMNA, or equivalent networking experience
• Windows Active Directory management including experience of group policy.
• Experience with Office365
• Experience with Microsoft Windows Desktop & server operating systems
• Experience configuring, maintaining, and troubleshooting firewalls
• Exceptional customer service, interpersonal, and communication skills.
• Ability to work Monday through Friday 8 AM to 5 PM with a rotating on-call schedule.
• Candidates for this position must be authorized to work in the United States on a full-time basis

Preferred

• Previous MSP experience.
• Computer technology 2- or 4-year degrees.
• Microsoft Certified Windows Server installation, configuration, and administration.
• Microsoft 365 Certificate or 3+ yrs. experience with O365 management
• Experience troubleshooting e-mail flow issues and security.
• Experience with Cisco Meraki, Datto BCDR, Autotask, Datto RMM.

Primary people Contacts:

• Clients, Technical Alignment Team, and Account Managers

Toughest Part of the Job:

• Adapting skillsets to meet changing technologies.
• Juggling multiple projects and making quick decisions

Compensation method:

Salary Range $55,000 - $65,000

I acknowledge the receipt and understanding of this Success Profile. I realize that this reflects a general list of responsibilities of the position as well as a general description of the working environment and the physical demands of the position. I understand that the Company may make alterations to this profile in order to adjust to market and business conditions.