Comprehensive IT for Business

NOC Engineer – Interactive Intelligence Focus
Compensation: $22 - $30 hourly depending on experience / skills

NOTE: Interactive Intelligence Experience is REQUIRED – please do not submit if you do not have this specific experience. Please highlight your experience in your cover email.

SOS (Special Order Systems, Inc. www.team-sos.com) is a Professional Services Organization providing technology solutions to businesses for the past 19 years. SOS  is an Interactive Intelligence Elite partner, having consulted and deployed over 3,000 contact center seats world-wide. SOS is also a Microsoft Gold partner, Cisco Advanced Unified Communications partner, and implements/supports other key technologies.

Primary Responsibilities:

The NOC Engineer position is primarily responsible for supporting post-project implementation clients, Managed Services and support contract clients. Primary job duties include phone and e-mail Tier 1 support, ticket management, resolution, escalation, and communication. Technology focus for position is Interactive Intelligence VOIP Tier 1 support and troubleshooting. This position is a full-time position.

Specific responsibilities include:

• Tier 1 (first contact) for help desk calls / emails
  
• Create open tickets/cases in help desk application
  
• Manage open ticket queue across various technology practices
  
• Phone and remote support directly with clients. 
  
• Escalate tickets to Tier 2 engineers
  
• Open tickets with manufacturer help desks and manage progress
  
• Provide frequent updates and communication with clients
  
• Daily time entry and details of work done
  
• Maintain knowledgebase
  
• Manage responses to Service Level Agreements
  
• Assist in various process improvements and automation efforts
  
• Interactive Intelligence technology focus
  
• Achieve base technology certification

Requirements: 

• Previous Interactive Intelligence experience
• 2+ years  Tier 1 support experience
  
• Current MCSE or MCP - (2) categories
  
• Great phone skills with users. Patient, kind, gentle, etc.
  
• Windows patch management experience (at least 1 mgmt product)
  
• Desktop application support experience.
  
• Great remote support  and troubleshooting skills (network & desktop)
  
• Detail oriented
  
• Experience following and working with established procedures
  
• Experience managing support tickets and escalation procedures
  
• Excellent written and verbal communication skills
  
• Typing speed 35wpm or better
  
• Current VoIP, Telephony and/or network infrastructure experience a big plus
  
• Must be able to travel on occasion