ePlus inc.
Join us as a NOC Technical Support Specialist at ePlus inc.
Be among the first 25 applicants, posted 4 days ago. Overview
Shift: 1st Shift, Sun-Thu, 7am-3:30pm EDT. As a MSC Technical Support Specialist, you will support Managed Services Center clients with monitored and managed devices. You will assist MSC Engineers in populating management databases during onboarding and change processes, serving a key client-facing role by representing MSC over the phone. For remote/hybrid roles: being available on camera during interactions with employees, clients, vendors, and partners is essential. Your Impact
Manage incoming tickets in ServiceNow. Monitor and escalate issues to ePlus suppliers during outages or enhancements. Document and update common problems, independently or as part of a team. Provide basic project support, troubleshooting, diagnosis, and resolution until issues are resolved. Escalate unresolved issues within contractual timeframes. Enter data into problem management and help desk systems. Support network/system issues in the Managed Services Center. Troubleshoot and diagnose network/system problems. Resolve problems promptly. Work independently and in team environments. Support client end systems, including design, troubleshooting, and resolution. Maintain current technical skills and stay updated on technology developments. Manage assigned projects. Qualifications
High school diploma required. At least 2 years of customer-facing work experience. CCNA certification upon hire or within 1 year. Experience with Excel, Microsoft Office, and Cisco products. Effective client communication skills over the phone. Basic protocol analysis skills. Understanding of WAN, LAN, interfaces, protocols, and topology. Knowledge of WAN and LAN concepts, switching (VLAN, ATM). Experience with Cisco, Nortel, 3Com, Microsoft NT, VMware, etc. Understanding routing protocols like IP, IPX, EIRGP, OSPF, RIP. CCNA certification preferred. Experience with customer relations, project planning, databases, helpdesk systems. Ability to develop documentation and processes. Strong problem-solving, documentation, escalation, and follow-up skills. Excellent communication and organizational skills. Ability to follow directions and collaborate effectively. Proficiency with Excel and a good phone manner are pluses. Position Details
The starting hourly pay ranges from $21.63 to $28.85, depending on experience and location. Compensation may include bonuses, commissions, and benefits such as medical, 401(k), paid time off, etc. Details will be provided upon offer. This is an at-will employment position, with the possibility of salary modifications. Additional Information
Physical requirements include sitting, standing, and walking, with accommodations available as per law. Our values emphasize respectful communication, teamwork, work/life balance, and community support. Equal Opportunity Statement
We are committed to diversity and inclusion, ensuring a discrimination-free workplace. Other Details
Seniority level: Entry level. Employment type: Full-time. Job function: General Business. Industries: IT Services and Consulting.
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Be among the first 25 applicants, posted 4 days ago. Overview
Shift: 1st Shift, Sun-Thu, 7am-3:30pm EDT. As a MSC Technical Support Specialist, you will support Managed Services Center clients with monitored and managed devices. You will assist MSC Engineers in populating management databases during onboarding and change processes, serving a key client-facing role by representing MSC over the phone. For remote/hybrid roles: being available on camera during interactions with employees, clients, vendors, and partners is essential. Your Impact
Manage incoming tickets in ServiceNow. Monitor and escalate issues to ePlus suppliers during outages or enhancements. Document and update common problems, independently or as part of a team. Provide basic project support, troubleshooting, diagnosis, and resolution until issues are resolved. Escalate unresolved issues within contractual timeframes. Enter data into problem management and help desk systems. Support network/system issues in the Managed Services Center. Troubleshoot and diagnose network/system problems. Resolve problems promptly. Work independently and in team environments. Support client end systems, including design, troubleshooting, and resolution. Maintain current technical skills and stay updated on technology developments. Manage assigned projects. Qualifications
High school diploma required. At least 2 years of customer-facing work experience. CCNA certification upon hire or within 1 year. Experience with Excel, Microsoft Office, and Cisco products. Effective client communication skills over the phone. Basic protocol analysis skills. Understanding of WAN, LAN, interfaces, protocols, and topology. Knowledge of WAN and LAN concepts, switching (VLAN, ATM). Experience with Cisco, Nortel, 3Com, Microsoft NT, VMware, etc. Understanding routing protocols like IP, IPX, EIRGP, OSPF, RIP. CCNA certification preferred. Experience with customer relations, project planning, databases, helpdesk systems. Ability to develop documentation and processes. Strong problem-solving, documentation, escalation, and follow-up skills. Excellent communication and organizational skills. Ability to follow directions and collaborate effectively. Proficiency with Excel and a good phone manner are pluses. Position Details
The starting hourly pay ranges from $21.63 to $28.85, depending on experience and location. Compensation may include bonuses, commissions, and benefits such as medical, 401(k), paid time off, etc. Details will be provided upon offer. This is an at-will employment position, with the possibility of salary modifications. Additional Information
Physical requirements include sitting, standing, and walking, with accommodations available as per law. Our values emphasize respectful communication, teamwork, work/life balance, and community support. Equal Opportunity Statement
We are committed to diversity and inclusion, ensuring a discrimination-free workplace. Other Details
Seniority level: Entry level. Employment type: Full-time. Job function: General Business. Industries: IT Services and Consulting.
#J-18808-Ljbffr