NOC Technician Tier I

BUSINESS UNIT: BeyondReach

FUNCTION: Managed Services

REPORTS TO: Service Operations Manager

CLASSIFICATION: Non-Exempt

LOCATION: Cedar Rapids, IA, hybrid schedule

EDUCATION: 2 years higher education/industry standard technology certifications

EXPERIENCE: 2 – 3 years preferred

Who We Are Looking For

BeyondReach, a CCR company provides connectivity to any location, no matter how remote or complex, specializing in the hard-to-reach locations.  We are searching for a highly motivated, dedicated, and experienced team member who understands the importance of business relationships to deliver our vision.  Who has the ability to adjust quickly to changing conditions, relishes tackling challenges in a fast paced environment and delivers results with confidence, collaboration and determination.  

Our ideal candidate thrives in an innovative and agile environment, is a go-getter who works collaboratively and partners across matrixed teams to plan, implement and support our technology by developing strong relationships. This role will provide technical support to help troubleshoot and resolve client issues or requests as well as maintaining service level agreement requirements.

What You’ll Accomplish and Experience

• Monitor NOC work queues to provide troubleshooting and resolution to clients
• Provide phone support with field technicians, clients, and vendors
• Instruct users on appropriate action regarding solutions to problems and maintenance through excellent written and oral communication skills
• Use and maintain tools and documentation (knowledge base, FAQs, WIKI, etc.)
• Diagnose and troubleshoot equipment, hardware, network, and software related issues in a timely manner
• Research, document and resolve issues to meet SLA requirements and escalate if necessary
• Maintain familiarity with all products and services offered
• Remain current with changing technology as it relates to customer support
• Troubleshoot system problems and complete repair in a timely and efficient manner, ensuring minimal reoccurrence of the problem and avoid rework
• Follow appropriate workflow and time management while maintaining customer focus in all activities while providing high quality customer service
• Maintain ownership and follow through on all customer issues until those issues are resolved
• Required to carry 24x7 on-call responsibilities on rotating basis including weekends and holidays

Desirable Previous Experience

• CompTIA Security +, Network + certification or comparable operational skills/experience required
• MTCNA or CCENT/CCNA certification, or similar routing certification or comparable operational skills preferred
• Experience in a Network Operations Center monitoring mission critical applications and services
• Strong understanding of DNS, DHCP, TCP/IP, IP Addressing (public vs private), sub-netting, network connectivity, and LAN/WAN architectures
• Strong experience supporting and troubleshooting network infrastructure and troubleshooting
• Operational understanding of VPN’s, including; IPSec, SSTP, PPTP, L2TP
• Operational understanding of 802.1q and VLANs, and QOS
• Basic understanding of projects and project management
• Operational understanding and skills with support and troubleshooting
• Point to point wireless experience is a bonus

Why BeyondReach

At CCR Technologies, the parent company of BeyondReach, you are not just joining a company, you are becoming a part of a team that has been delivering innovative technology solutions for nearly four decades. We’re a nationally recognized, award-winning organization committed to excellence, growth, and creating an environment where people love to work. As a ten-year Great Place to Work® certified employer, we take pride in fostering a culture grounded in our values of: 

• Pursue Human Excellence 
• Partner to Win 
• Create Value, Own the Outcome 
• Lead with Curiosity and Courage 

CCR offers a truly unique work-life balance with competitive benefits designed to support your personal and professional well-being. From free daily lunch for onsite team members in Cedar Rapids, to comprehensive health benefits, gym membership reimbursement, 401(k), paid time off, and ongoing development opportunities, you’ll have the support you need to thrive. 

At CCR, you’ll join a high-growth, high-performance organization that values driven, adaptable individuals who want to make an impact in an innovative and agile environment. It’s a place where you can truly build your future. 

Want to see more about our story, follow the link https://ccr.net/the-ccr-story/