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NOC Support Associate

NOC Support Associate

Immedion is a premier Cloud and data center services provider, offering outsourced IT infrastructure services and solutions that help lower costs, maximize internal resources and keep business critical data and applications secure and available 24x7x365.

Position Description

The NOC Support Associate is responsible for working in a dynamic team environment directly supporting Immedion’s growing customer base. The NOC Support Associate will also be a key stakeholder in supporting members of the technical and engineering teams in addressing product related issues specific to the local data center. Full and part-time positions available. Some positions may require evening, night, and/or weekend hours.

Responsibilities

  • Network Operations Support of Immedion’s customer base in a 24x7x365 environment
  • Provide immediate customer interaction support via ACD, e-mail and portal request
  • Consistent monitoring of all events related to equipment, managed services, network and power
  • Perform routine facility and equipment readings throughout data center facility
  • Assist customers with onsite installation and service request
  • Ongoing development and training of supported products and services
  • Serve as backup to local teams for facility related activities
  • Maintain a working level of proficiency with all Immedion co-location, Cloud and managed service platforms
  • Establish security access via badge and biometrics for all new customers
  • Properly identify all visitors and provide escort to specified premise equipment
  • Actively monitor all security and video surveillance systems
  • Properly greet and check-in all visitors and vendors
  • Receive, pack and ship customer equipment as required
  • Ensure escalation events and issues are routed to proper departments in pre-determined periods of time
  • Notify Sales of potential up-sell opportunities based on events or customer interactions
  • Maintain and manage Immedion abuse inquiries and notices to customers
  • Provide initial and advanced troubleshooting of customer related issues and events
  • Support customized managed services per customer contracts
  • Other duties as assigned by Supervisor or Manager

Qualifications and Requirements

  • Proficient in Microsoft Office products 
  • Excellent verbal and written communications skills
  • Professional phone skills
  • Excellent time management skills
  • Aptitude for understanding and troubleshooting technical problems
  • Strong attention to detail, making and keeping commitments and meeting deadlines
  • Excellent people and proactive communication skills
  • Help Desk experience preferred
  • Ability to climb a ladder, run cable & terminate ends, sit for long periods of time
  • Ability to lift and handle equipment in excess of 50 lbs
  • Ability to work 12 hour shifts, along with rotation and overtime as needed
  • Ability to operate as sole individual on staff during evening and weekend shifts
  • Proficiency with EM7 ticketing and events system or similar preferred
  • Certifications in Microsoft, Linux, Cisco preferred

Education

  • High School Diploma or equivalent
  • College course work in related field or equivalent work experience

Related Work Experience

  • Help Desk or Data Center experience, 2 years
  • Experience with EM7 or similar application, 2 years
  • Troubleshooting process and procedures, 2 years

Job Location: Cincinnati, OH

Position Reports to: Customer Services Manager