NOC Analyst
Scale Computing
Austin, TXFresher2m agovia LinkedIn
About the Role
- Junior Support Analyst within the Networking Support vertical at Scale Computing.
- Serves as the initial point of contact for customers utilizing Scale Computing's Managed Networking Services.
- Provides timely and effective support by responding to customer inquiries, diagnosing and resolving technical issues.
- Ensures comprehensive documentation of customer interactions and solutions.
- Collaborates closely with cross-functional teams.
- Escalates complex issues to higher support analysts when necessary.
- Contributes to the overall efficiency of the Networking Support team by following established support processes.
- Requires a customer-centric approach, strong communication skills, and adaptability to evolving technologies.
- 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 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.
- Shift options rotate between days, evenings, nights, and weekends.
- Ability to absorb a lot of information quickly.
- Ability to utilize provided resources and eager to acquire knowledge.
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 is highly valued.
- CompTIA certifications are preferred.