NOC Intern - ONE2ONE Inc.

Are you a motivated individual with a passion for providing clients with a 5 Star IT Experience? As a NOC Intern, your focus would be to monitor and maintain client equipment, software, patches, and updates. In addition, you would provide support to the Service team by dispatching after hour issues to the technician on-call. You would expand your knowledge base by troubleshooting and resolving client issues, or escalating these issues as necessary. Potential for supporting and working with either or both of our Service and Pro teams with technical support, troubleshooting, configurations, and installations based on experience.

This internship would be a part-time, hourly paid position with a flexible schedule (Monday - Friday: 3pm-8pm or later shift; Saturday and Sunday: 8am or 9am-3pm or 5pm).

You’ll have success here if you value clear processes and feel qualified to do the following things:

• Emulate and promote the ONE 2 ONE culture by adhering to the vision, mission, and values
• Provide exemplary customer service to existing and prospective customers
• Provide a 5-star IT experience
• Proper use of the company PSA, RMM, documentation platform, and other programs as trained and directed
• Represent ONE 2 ONE in the community via events like conventions, expos, chamber functions, and as directed by management
• Attend relevant webinars, seminars, and training sessions as directed by management
• Deliver services in accordance with all contracted Service Level Agreements
• Monitor and respond to alerts using remote monitoring and management tools
• Monitor and maintain client covered equipment
• Monitor and maintain software & antivirus patches and updates
• Document and maintain asset management
• Monitor and maintain backup systems
• Dispatch after hour issues to on call tech
• Troubleshoot/resolve reported issues with client facing services; escalate when applicable
• Utilize the service ticket system to log all requests, activities, and labor, including documentation of special requests and customizations considered important for future support
• Evaluate, analyze and monitor system trends and suggest improvements
• Communicate with customers and internal staff at regular intervals to ensure expectations are set and that appropriate attention is being paid to customer requests
• Onboard clients into established ONE 2 ONE Services Environment as directed by management
• Assist with updating/developing client-centric operating procedure and other documentation as new NOC services are developed and deployed as directed by management
• Assist with various projects and miscellaneous duties as assigned
• Minimal local travel to client sites to perform various IT-related tasks

Requirements

Requirements for a NOC Internship role are as follows:

• 1-2 years related IT Service Desk experience (or similar IT experience)
• 1-2 years troubleshooting connectivity on desktop PCs, MACs, and Windows Servers via remote applications
• CompTIA A+ or similar experience

Our right fit NOC Intern would have the following skills:

• Motivated and solution-focused
• Strong written and verbal communication skills
• Client service-focused
• Strong Active Directory administration skills
• Strong competency with the operating systems currently supported by Microsoft
• Above-average competency with the Microsoft Office suite of products
• Functional knowledge of TCP/IP, routing, switching, subnetting, etc.
• Experience in user administration in MS Exchange
• Knowledge and experience troubleshooting SMB firewalls and basic networking equipment (routers, switches, wireless access points)