NOC Intern
POSITION SUMMARY:
The Managed Services Intern plays a vital role in the 24/7 monitoring and remediation team within the Managed
Services department. This position involves accurately identifying and resolving system failures and potential issues while ensuring precise documentation. The intern will also execute maintenance and administrative tasks to support the managed service clients’ environments, contributing to the overall stability and efficiency of IT operations.
ESSENTIAL DUTIES AND RESPONSIBILITIES- MAY INCLUDE THE FOLLOWING: OTHER DUTIES MAY BE ASSIGNED.
Technical Support and Troubleshooting
• Provide technical assistance: Offer timely and effective support to end-users for software, hardware,
and network-related issues, ensuring swift resolution to minimize downtime.
• Diagnose and resolve issues: Identify, diagnose, and troubleshoot various IT problems through
phone, email, or in-person interactions, employing a systematic approach to resolve issues efficiently.
• Collaborate for problem resolution: Work with internal/external resources to restore client environments.
• Manage RMA processes: Coordinate and track RMA (Return Material Authorization) requests, obtaining RMA authorization and completing RMA submittal forms.
Move, Add, Change, and Delete (MACD) Operations
• Voice/Video Endpoints: Execute configuration changes, installations, relocations, and decommissions for voice and video communication devices, ensuring seamless integration and functionality.
• Network Devices: Perform updates, installations, and relocations for network equipment such as routers, switches, and access points to maintain optimal network performance and reliability.
• Peripherals and Laptops: Manage the setup, configuration, relocation, and removal of peripherals and laptops, including performing imaging and deploying necessary software to ensure user readiness.
Daily Operational Tasks
• Backup management: Manage client backup services and remediate issues causing backup failures.
• Configuration monitoring: Monitor and report device configuration changes to clients.
• Preventative maintenance: Perform daily preventative maintenance checks on the managed service toolset.
• Inventory management: Fulfill requests to modify inventory and logic in monitoring systems.NOC Intern
Understanding Managed Service Functions
• Service Level Agreements (SLAs): Understand SLAs and meet them in incident response scenarios.
• ITIL framework: Basic understanding of the ITIL framework regarding service, incident, change, and problem management.
• Ticket management: Open, track, and close service tickets in ITSM while maintaining detailed notes including resolution.
Client and Team Interaction
• Client request handling: Login to call queue to handle client requests while answering incoming calls courteously and professionally.
• Communication management: Manage email inbox and chats, responding to both client and internal communications promptly.
• IT team collaboration: Work closely with the IT team to escalate complex issues, implement new technologies, and contribute to ongoing improvement initiatives.
• Field personnel coordination: Interface with field personnel to perform repairs and verify system functionality.
User Communication and Compliance
• Outage and maintenance communication: Provide direct communication to affected users and companies on outages and maintenance activities.
• Shift handoffs: Perform proper handoffs at the start and end of shifts.
• Compliance training: Complete compliance training for internal business needs as well as client requirements.
• Additional duties: Perform additional duties related to your role as needed.
Minimum Education and Experience:
• High School diploma or equivalent
• Minimum 1+ years of technical support experience
• 1+ years of experience and understanding of event/alert management, incident and change management processes
• 1+ years of experience of basic networking, routers, switches, Firewalls, and Wireless devices.
Preferred Education and Experience:
• Bachelor’s Degree
• 2+ years of technical support experience
• 2+ years of prior Help Desk or NOC Experience
• 2+ years of experience with Ticket Management Tools (e.g.,
ConnectWise)
• Possession of Industry Certifications (A+, Network+, Security+, MTA,
MCSA, CCNA)
OTHER SKILLS and ABILITIES:
• Excellent Interpersonal Skills (develop and maintain strong working relationships)
• Strong work ethic
• Strong communication skills
• Ability to multi-task as necessary
• Ability to prioritize tasksNOC Intern
• Strong organizational skills
• Excellent written and verbal communication skills with focus on customer satisfaction
• Customer service skills
• Proactive approach and good troubleshooting techniques
• Strong problem-solving skills with an emphasis on quick problem resolution
• Attentive and detail oriented
TRAVEL:
Less than 25% travel required
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by
an employee to successfully perform the essential functions of this job. Reasonable accommodations may be
made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee
frequently is required to stand; walk; and use hands to finger, handle, or feel objects, tools, or controls. The
employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or
move up to 50 pounds. Specific vision abilities required by this job involve normal vision.
WORK ENVIRONMENT:
In Office
Employees located within one hour and thirty minutes of our main location will be expected to come into the office
5 days per week. Hybrid work is possible if authorized by your manager.
The work environment characteristics described here are representative of those an employee encounters while
performing the essential functions of this job. Reasonable accommodations may be made to enable individuals
with disabilities to perform the essential functions.
The noise level in the work environment is usually quiet to moderate.
Remote
Anyone over one hour and thirty minutes from our main location can work remotely. Necessary equipment to
perform your job functions will be sent to your address. All equipment will be tracked in our inventory system
and will be expected to be returned in the same condition as when it arrived at the conclusion of any
employment agreement. You may be asked to visit client or remote sites if necessary.