EOC Engineer I

Synoptek

We think globally, act locally. As a Managed Services Provider Synoptek provides world-class strategic IT leadership and hyper-efficient IT operational support, enabling our global client-base to grow and transform their businesses. We are excited to have experienced continuous growth and in keeping with that momentum are seeking to add a EOC Engineer I to our talented team. Synoptek is a company with a heart and soul dedicated to the ongoing success and growth of our employees and continued business success of the customers we support. Want to see what we’re made of? Head to Synoptek.com.

When you partner with Synoptek, you engage with an ever-growing, ever-evolving IT organization that provides a high-caliber level of team, results, growth, and clarity. You are our ultimate investment and as part of that you will have access to continuous clarity in your personal and professional development, a team who has your back, mentorship to achieve rock-star level results. We foster a fun and connected environment with employee benefits extending beyond general compensation and into inspired camaraderie, beer-thirty, general office mayhem, a little fun in the midst of the chaos and an invested culture of learning.

EOC Engineer I

The Enterprise Operations Center (EOC) Engineer is part of the larger Synoptek Managed Services Operations Front Line Support Team. The EOC is responsible for 24x7x365 monitoring and issue remediation of customer network, server, back-up, IDS and other environments. The EOC is also responsible for monitoring the Synoptek core network and shared (i.e. hosted services) infrastructure, as well as some defined maintenance tasks

The EOC is held to measurable metrics defined by their manager to include:

• Ticket Resolution
• LogicMonitor Alert Acknowledgement
• Time Tracking Utilization
• Customer Satisfaction
• Training/Certifications

Minimum Qualifications

• Bachelor's degree or equivalent experience
• Have one of the following or be able to obtain within 6 months of employment: Network+, Security+, A+, CCENT
• 1+ years of technical experience
• 2+ years of Project/ Client Engagement/ Customer Facing experience
• Basic ability to troubleshoot network issues – TCP/IP, SNMP, PING
• Basic understanding of server systems (Windows server OS, Terminal services, CITRIX, LINUX, DNS, DHCP)
• Basic internetworking skills – MPLS, Wireless, LAN, WAN
• Vendor escalation management
• Proactive monitoring utilizing at least 1 system management tool (LogicMonitor, Orion/SolarWinds, HP OpenView, or Kaseya)
• Strong customer service background and ability to work in a team environment

Preferred Qualifications

• Proficient written and verbal communication
• Excellent customer service
• Experience presentation skills
• Analytical; solving-minded
• Experience mentoring
• Innovative and forward thinking
• Basic ticketing system knowledge