NOC Tier I Agent

The NOC Agent - Tier 1 is responsible for handling all client interactions through the ticketing system. You will meticulously document every step of the process from initiation to completion. Your duties include performing initial triage and troubleshooting to determine if the issue should be escalated to the Tier II team or if on-site technician deployment is necessary. You will receive and monitor service requests from clients through various channels such as phone, email, chat, Customer Portal, or automated ticket alerts. Proactive monitoring of tickets through outbound calls is also part of your responsibility. Conduct Tier 1 level troubleshooting with both internal and external clients. Collaborate with team members to ensure appropriate ticket entitlement and coverage. As a NOC Agent - Tier 1, you will provide remote white-glove support for client meetings and events when required. It is imperative to adhere to all departmental and company-wide guidelines, practices, policies, and procedures. Log and track issues accurately using the incident/problem management database (ConnectWise) with up-to-date information. Maintain communication with NOC Tier 2 Agents, Field Technicians, subcontractors, and clients to ensure open service tickets are managed efficiently. Ensure tickets are updated and followed up with internal and external clients/personnel within the specified contractual SLA timeframe. Review open tickets to guarantee timely resolution and provide clients with updates on any changes to their service ticket. Communicate with potential clients and refer them to Sales when necessary. Identify issues that require escalation to a higher-level support member or management. You will handle multiple issues simultaneously, prioritizing based on resolution urgency while maintaining quality service delivery to clients. You are accountable for identifying issues that need to be escalated to Tier 2, Management, or another internal party capable of resolution. Requirements include a High School Diploma or equivalent and preferred certifications such as CompTia A+, CompTia Network+, and Avixa CTS. You should have at least one year of related customer service industry experience or equivalent. Proficiency in Microsoft Office Suite, exceptional interpersonal and communication skills, strong attention to detail, ability to work under pressure, and meet deadlines are essential. Experience with audio-visual, corporate video, and IT-related systems, ticketing systems, ERP, and CRM applications are advantageous.,