NOC Tier 1

• CallTek will promptly address all new cases, chat requests, email requests, and phone calls in their designated queues to initiate the triage and troubleshooting process.
• CallTek will monitor various platforms as specified in the client's Knowledge Base to ensure device connectivity and correct any displayed content at the site before contacting designated points of contact.
• CallTek will consult the client's Knowledge Base and training materials for triage instructions, which may involve reaching out to specified points of contact for assistance in completing Layer 1 troubleshooting.
• CallTek will diligently document all work performed in ServiceNow and adhere accurately to outlined procedures and steps provided in training. Additionally, CallTek will generate necessary tasks and dispatch tasks as required.
• CallTek will escalate cases to the client's agent for further assistance in resolving issues when deemed necessary.
• CallTek is responsible for promptly communicating any questions or concerns regarding services or issues encountered during the resolution process of a client’s incident to the client.
• Regular reviews will be conducted between CallTek and client's to analyze ongoing efforts and issues, as well as to discuss past endeavors.

Technical Requirements

Candidates must meet or exceed one or more of the qualifications listed below

• 2 years+ of experience supporting enterprise wired or wireless networks,
• 2 years+ of college with a Computer Networking, Computer Science, or Information Technology focus/major
• Any of the following technical certifications - Cisco CCNA, Net +, NSE 3+ Fortinet, or Fortinet Certified Fundamentals + certification, ITIL 4

Additional Qualifications
• Excellent verbal, written and interpersonal communication skills
• Outstanding customer service skills and dedication to providing exceptional customer care
• Must be self-motivator and self-starter
• Focus on quality and customer service
• Exceptional listening and analytical skills
• Solid time management skills
• Ability to multitask and successfully operate in a fast paced, team environment
• Must adapt well to change and successfully set and adjust priorities as needed