Tier I NOC Technician – Entry-Level IT

QeH2, a mature and growing managed service provider in Tyler, TX, is looking for a Tier I NOC Technician to join our Network Operations Center.

This is an entry-level IT position. Previous professional IT experience is not required. We are looking for someone who is interested in technology, communicates well, can follow instructions and procedures, documents their work, and wants to learn.

We don't expect a new Tier I technician to already know how to fix everything. Our technicians work as a team, and when someone encounters an issue they haven't seen before, more experienced technicians are available to help troubleshoot the problem and teach them along the way.

Essential Functions

• Provide Tier I troubleshooting and support for customer computers, software, devices, networks, and other technology.
• Communicate with customers by phone and email to understand problems, provide updates, and work toward a resolution.
• Open, respond to, update, and close trouble tickets.
• Document issues, troubleshooting steps, findings, and resolutions as work is performed.
• Follow established documentation, procedures, and troubleshooting processes.
• Monitor customer systems, software, and networks and respond to alerts and reported issues.
• Recognize when an issue needs to be escalated and work with other technicians to resolve it.
• Maintain good customer relationships by handling questions and concerns professionally and efficiently.
• Work with the rest of the NOC team to manage incoming calls, tickets, alerts, and customer needs.

Required Skills and Characteristics

• A genuine interest in technology and a desire to continue learning about computers, networks, phones, software, and other business technology.
• Strong written and verbal communication skills.
• Comfortable talking with customers and able to communicate in a professional, friendly, and natural way.
• Comfortable spending a significant portion of the workday on the phone with customers.
• Ability to listen, ask questions, and clearly communicate information to customers and teammates.
• Ability to read and follow documentation, instructions, procedures, and troubleshooting processes.
• Ability and willingness to document work as it is performed.
• Ability to approach problems logically and troubleshoot issues, including problems you may not have seen before.
• Willingness to ask questions, accept feedback, and learn from other members of the team.
• Ability to multitask and provide a high level of customer service in a fast-paced environment.
• Positive attitude toward working both independently and as part of a team.
• High school diploma or equivalent.

Training and Growth

New technicians receive hands-on training, access to company documentation and procedures, opportunities to shadow other technicians, and support from more experienced members of the team.

As technicians gain experience, they are given opportunities to learn additional technologies, take on more complicated issues, and pursue industry certifications.

QeH2 prefers to promote and hire from within whenever possible. When positions become available throughout the company, employees are encouraged to apply. Opportunities may include higher-level technical positions as well as positions in management, sales, strategic roles, and other areas of the company.

Schedule and Work Environment

This is a full-time, 100% onsite position at our Tyler, TX office. This is not a remote or hybrid position.

QeH2's normal office hours are weekdays, 7:00 AM to 6:00 PM. Employees work an eight-hour shift scheduled within those hours.

Tier I technicians also participate in the company's on-call rotation, currently approximately once every ten weeks. While on call, employees are free to go about their normal activities but are responsible for answering and responding to customer calls that come in after normal business hours, including evenings, weekends, and holidays. After-hours call volume is normally very light, although it can vary.

This position is non-exempt. All time worked, including work performed while on call, is recorded and paid. Hours worked over 40 hours in a workweek are paid as overtime.

The selected candidate will work in a Network Operations Center within a normal office environment as part of the NOC team.

Benefits

Full-time employees are eligible for benefits including:

• Paid time off
• Health insurance
• Retirement benefits

Job Location: Tyler, TX
Position Type: Full-Time with Benefits