NOC Analyst

About the Role

• Serve as the initial point of contact for customers utilizing Scale Computing's Managed Networking Services.
• Provide timely and effective support by responding to customer inquiries, diagnosing and resolving technical issues.
• Ensure comprehensive documentation of customer interactions and solutions.
• Collaborate closely with cross-functional teams.
• Escalate complex issues to higher support analysts when necessary.
• Contribute to the overall efficiency of the Networking Support team by following established support processes.
• Full-time, in-office role based in Austin, TX.

Key Responsibilities

• Respond to customer inquiries and issues via phone, email, or chat.
• Handle multiple calls daily, 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.
• Escalate complex issues to higher support tiers.
• Collaborate with cross-functional teams.

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).

Preferred Qualifications

• Bilingual in Spanish/French.
• Experience with Fortinet.
• Experience with Networking.
• Knowledge of Linux and standard Linux commands is a plus.
• Prior Customer Service Experience.
• Ability to absorb a lot of information quickly.
• Ability to utilize provided resources and eagerness to acquire knowledge.
• CompTIA certifications preferred.

Note: Shifts rotate between days, evenings, nights, and weekends.