Service Desk Agent - Tier 1

Job Summary:

The NOC Agent - Tier 1 is responsible for handling all client interactions through our ticketing

system, making sure to document every step of the process from start to finish. This includes

performing initial triage and troubleshooting of the issue, and deciding whether the issue needs to

be assigned to the Tier II team or if a technician needs to be dispatched to the site.

Primary Duties and Responsibilities:

Receive and track service requests from clients via phone, email, chat, Customer Portal, or automated ticket alerts.

Make outbound calls for proactive monitoring of tickets.

Complete Tier 1 level troubleshooting with internal and external clients.

Work with team members as needed to ensure proper ticket entitlement/coverage.

Provide remote white glove support for client meetings/events as required.

Adhere to all departmental and company-wide guidelines, practices, policies, and procedures.

Log and track issues using incident/problem management database (ConnectWise) with accurate, up to date information.

Work with NOC Tier 2 Agents, Field Technicians, subcontractors, and clients to maintain communication on open service tickets.

Maintain tickets; update and follow-up with internal and external clients/personnel within the required contractual SLA timeframe.

Review open tickets to ensure timely resolution.

Provide updates to clients on any changes to their service ticket.

Communicate with prospective clients and refer them to Sales as needed.

Determine when an issue requires escalation to a higher-level support member or management.

Complexity:

Handle multiple issues and prioritize which issue resolution demands priority while balancing quality and service delivery to clients.

Decision Making Authority:

Accountable for identifying issues that need to be escalated to Tier 2, Management, or another internal party who can resolve.

Education/Certifications:

High School Diploma or Graduation

CompTia A+ Certification (preferred)

CompTia Network+ Certification (preferred)

Avixa CTS Certification (preferred)

Required Knowledge, Experience and Skills:

At least one-year related customer service industry experience; or equivalent combination of

education and experience.

Ability to read and interpret documents such as safety rules, operating instructions, and

procedure manuals.

Ability to write routine reports and correspondence.

Ability to transcribe onsite reports from technicians.

Ability to interpret a variety of instructions furnished in written or oral form.

Ability to solve problems and deal with variables in situations where limited standardization

exists.

Ability to provide an excellent customer experience to clients.

Open to feedback and direction

Accountable, reliable and takes ownership.

Proficient with Microsoft Office Suite.

Exceptional interpersonal & communication skills.

Strong attention to detail.

Ability to quickly switch between tasks and work under pressure with excellent results.

Ability to work both independently and within a team.

Excellent organizational skills & ability to maintain accurate records

Ability to work in stressful situations.

Ability to meet deadlines.

Desired Knowledge, Experience and Skills:

Experience with audio-visual, corporate video, and/or IT related systems.

Experience with ticketing systems (ConnectWise, Salesforce, Service Now, Remedy, Zendesk,

etc)

Experience with ERP and/or CRM applications.