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Mpathic's Mission is to help enterprises fulfill their mission by delivering superlative omnichannel contact center services, to employ technology that reduces customer effort and magnifies humanity, and to treat every encounter with another person as an unrepeatable chance to make their life better.
Position Summary:
The NOC Engineer Level 1 is the first point of contact within our customers Service Desk Team, responsible for answering incoming calls, creating tickets based on customer needs, and providing initial support. This role operates in a fast-paced, team-oriented environment under limited supervision and reports to the NOC Shift Manager. Due to the customer's commitment to 24x7 support, the NOC Engineer Level 1 must be present and engaged during their assigned shift: Sunday through Thursday, 8 AM - 4 PM CST. As part of the Service Desk Team, this position provides communication, information, and resolution to customers contacting with technical issues. The goal is to deliver quick answers, straightforward resolutions, and accurate escalations when needed, ensuring a positive customer experience. This is a full-time, permanent position with opportunities for internal advancement. Work is performed remotely, and all necessary equipment is provided by customer, including a laptop, headset, and access to ticketing and monitoring systems. Initial training includes a 2-week new hire program followed by several weeks of shadowing and reverse shadowing.
Pay is competitive $35k to $50k, paid weekly.
Duties:
- Answer incoming calls and emails.
- Create and update tickets in ServiceNow (primary ticketing system) or BMC Footprints
- Escalate incidents to Senior Staff, Shift Leads, or Shift Managers as needed.
- Respond to, coordinate, and follow up on customer inquiries via phone, email, or web requests
- Monitor alarm activity across multiple customers and internal infrastructure using software monitoring tools.
- Perform incident documentation, including selecting affected parties, prioritizing incidents, and providing brief descriptions.
- Track incidents to ensure SLA response times and availability requirements are met.
- Research and resolve issues (e.g., documentation requests, repeat issues) and recommend process improvements.
- Provide shift turnover status updates to ensure seamless team coordination.
- Collaborate with higher-tier support to troubleshoot and analyze issues.
- Participate in personal training and career development.
- Execute projects assigned by Management.
- Maintain information security standards by preserving the Confidentiality, Integrity, and Availability (CIA) of client and internal information assets.
Requirements Experience and Skills:
- Minimum of 2 years of customer service experience with excellent customer service skills.
- Exceptional written and oral communication skills with a high level of accuracy and attention to detail.
- Ability to multitask in a fast-paced, demanding environment.
- Basic understanding of TCP/IP, subnetting, and the OSI network model.
- Must be authorized to work in the US.
Preferred Knowledge:
- Familiarity with telecommunication technologies (e.g., Cable/DSL, T1, DS3, Fiber).
- Understanding of routing and switching.
- Knowledge of fiber optics (CWDM/DWDM).
- Experience with wireless technologies (Cellular/DAS, Microwave, Wi-Fi).
- Familiarity with server operating systems and Linux.
Promotion Requirements:
- Proficiency in all applicable technology areas and the ability to handle any customer call.
- ITIL Certification (required for advancement).