NOC Analyst
Acumera is now Scale Computing!
Austin, TXFresher1h agovia LinkedIn
About The Role
Junior Support Analyst within the Networking Support vertical at Scale Computing, serving as the initial point of contact for customers utilizing Managed Networking Services.
Key Responsibilities
- Respond to customer inquiries and issues via phone, email, or chat.
- Expectation of handling multiple calls a day, along with email, ticketing, and instant messaging.
- Diagnose and resolve Tier 1 technical issues with Scale Computing's products and services.
- Document customer interactions and solutions for future reference.
- Escalate complex issues to higher support tiers when necessary.
- Collaborate with cross-functional teams to address customer needs.
Requirements & Tech Stack
- Strong communication and interpersonal skills.
- Basic understanding of networking and technical troubleshooting.
- Ability to follow processes and procedures accurately.
- Customer-focused with a positive attitude.
- Quick learner and adaptable to new technologies.
- High School diploma (or equivalent) required.
Qualifications
- Bilingual in Spanish/French (preferred).
- Experience with Fortinet (preferred).
- Experience with Networking (preferred).
- Knowledge of Linux and standard Linux commands (a plus).
- Prior Customer Service Experience (highly valued).
- Ability to absorb a lot of information quickly.
- Ability to utilize provided resources and eager to acquire knowledge.
- CompTIA certifications (preferred).