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Job Req ID:  11083

Job Title:  NOC Engineer Level 2

All Covered, IT Services Division of Konica Minolta Business Solutions (KMBS), is the leading national IT services company serving SMB to enterprise markets. Offering a wide variety of career opportunities, All Covered is an excellent choice for motivated IT professionals interested in a stimulating and progressive work environment.

With over 1,000 employees across the U.S. and Canada, All Covered has a highly skilled team of professionals focusing on superior quality service delivery to our customers. We offer hands-on technical training on the most relevant technologies in the industry and career path advancement in all levels of the company.

Please join us in our exciting growth and pursue a rewarding career with All Covered!

Position Objective

The Network Operations Center Level 2 Engineer (L2) position is a mid-level technical position into our Network Operations Center (NOC). The NOC is a group focused on resolving alerts remotely for our nationwide client base. The L2 position responds to, resolves and escalates incoming technical support incidents from remote monitoring and management tools as well as escalations from NOC Level 1 Engineers.

Essential Job Functions

•  Provide intermediate to advanced systems engineering support with a focus on:

- Client satisfaction

- Service delivery quality

- Technical excellence

•  Drive to meet and exceed organizational goals for:

- Utilization- Response Time

- Average Handle Time

- Mean Time to Resolution

- Escalation Rate

- Customer Satisfaction

•  Demonstrate strong customer service skills to provide both internal and external support including:

- Listening to the customer to gain an accurate understanding of the situation

- Being empathetic to the customer’s situation and having a sense of urgency to resolve the issue

- Producing accurate and detailed documentation at the client and incident level

- Resolving conflict

•  Provision, support, and tear down remote support and network monitoring tools

•  Follow task creation, work, closure, and escalation procedures

•  Support team members with resolving client issues

•  Meet or exceed position Key Performance Indicators (KPIs)

•  Serve as a technical escalation point and mentor to NOC Level 1 Engineers

•  Producing and providing technical training to team members

•  Excel in the areas of:

- Remote troubleshooting skills

- Client service skills

- Professionalism

- Punctuality

- Technical competencies defined for the position

Competencies (Knowledge, Skills and Abilities)

•  A working knowledge of the following technologies:

- SNMP and WMI network monitoring tools

- Advanced networking technologies including routing, switching, and Wi-Fi- Current versions of Windows Desktop Operating Systems

- Current versions of Windows Server Operating Systems and related services

- Windows Active Directory (User Management/Administration/Group Policy)

- Current versions of Microsoft Exchange Server

- Common small and mid-market firewalls and security appliances

- Common server tape and online backup solutions

- Common TCP/IP services including HTTP, FTP, DNS, and DHCP

•  Strong interpersonal, written and oral communication skills, attention to detail

•  Adept at reading, writing, and interpreting technical documentation and procedure manuals

•  Ability to present ideas and solutions in user-friendly language

•  Highly self-motivated and directed

•  Proven analytical and problem-solving abilities

•  Strong customer service orientation

•  Experience working in a team-oriented, collaborative environment

•  Ability to type between 40 to 50 words per minute

Experience, Educational Reqts and Certifications

•  3 or more years of Network Operations Center or Help Desk experience

•  3 or more years of experience with troubleshooting and providing remote support

•  BA, BS or similar degree in computers/electronics or relevant experience

•  At least one of the following industry certifications is preferred:

- MCTS/MCP Server 2008 or above

- MCTS/MCP Exchange 2007 or above

- CompTIA Server+

- Cisco Certified Network Administrator (CCNA)

- Apple Certified Technical Coordinator (ACTC)

•  3+ years of experience troubleshooting the current versions of the Windows Desktop Operating Systems

•  3+ years of experience with administering of the following technologies is preferred:

- The most current versions of the Windows Server family operating system

- The most current versions of Microsoft Active Directory

- The most current versions of Microsoft Exchange Server

Konica Minolta Offers: 

  • Outstanding benefits package (including medical, dental, vision, life insurance)
  • 401(k) plan with matching company contribution
  • Generous holiday and paid time off schedules
  • Ongoing professional development training
  • Visible, exciting work supporting sales of cutting edge technology and workflow solutions.

Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.

Nearest Major Market: Phoenix