Network Operations Center (NOC) Technician L1 Off-Site in Rochester

JOB SUMMARY

The Off‑Site Brite L1 Technician is responsible for performing all essential duties of an ITIL-based Service Desk for a leading Managed Service Provider. This role is responsible for managing multiple IT tickets while on‑site supporting the client’s network, systems, and IT infrastructure. The Off‑Site Brite L1 Technician is required to analyze issues, troubleshoot problems, and deliver appropriate resolutions in a timely and professional manner. The client’s policy mandates a professional dress and grooming standard. This includes maintaining good hygiene and a clean‑shaven appearance. Hair, including facial hair, must be neatly trimmed and shaven to present a professional image. As the face of Brite at this location, this position also involves researching and testing new products, tools, and features to ensure a reliable and high‑quality user experience for the client’s staff and end‑users.

ESSENTIAL FUNCTIONS

• Manage and prioritize service tickets for a single customer environment in accordance with defined SLAs.
• Serve as the Face of Brite and point of contact for all end‑user IT support requests for the assigned customer.
• Ensure a high level of customer satisfaction by owning each ticket from initial contact through resolution and follow‑up.
• Troubleshoot basic to intermediate computer, application, and network issues via phone, walkie‑talkie radio, email, and remote support tools.
• Perform in‑depth documentation of troubleshooting steps, resolutions, and outcomes in customer‑specific documentation systems.
• Accurately document all customer interactions, status updates, and resolutions within the ticketing system.
• Run diagnostics and evaluate results to identify and resolve workstation, software, and peripheral issues.
• Identify recurring issues and trends, and escalate systemic or complex problems to the appropriate escalation teams when necessary.
• Coordinate and perform support to client’s user workstation, printer, and peripheral troubleshooting and repairs as required.
• Proactively analyze software and hardware issues to prevent repeat incidents within the customer environment.
• Maintain and improve customer‑specific documentation, procedures, and knowledge base to ensure consistent and efficient support.

OTHER DUTIES

• Participates in special projects as required.
• Accomplishes all other duties and tasks as appropriately assigned or requested.
• Desktop and printer breakdowns/setups.
• Office restructuring support.
• Assist with NOC (Brite HQ) when needed.

EDUCATION & EXPERIENCE

• Bachelor’s degree in Computer Science, Management Information Systems, or related field and at least two years of experience in an end‑user support role within a high‑volume, time‑sensitive support environment.
• A+, Security+, Checkpoint CCSA, Network+, MCSE certifications preferred.
• Experience in cloud backup solutions, Datto a plus.

KNOWLEDGE, SKILLS & ABILITIES

• Knowledge in troubleshooting and resolving workstation‑based software issues with Microsoft Windows 11, Microsoft Online Services, including Office 365, and domain and workgroup environments.
• Strong hardware repair and troubleshooting skills with PC desktops and laptops.
• Ability to support and troubleshoot server‑based software issues with Microsoft Windows Server 2016 and newer, Microsoft Windows Active Directory, Microsoft PowerShell, major anti‑virus solutions, and enterprise‑class backup solutions.
• Phone etiquette.
• Ability to address a variety of technical issues.
• Troubleshooting Cisco network switches and VLANs with Brite HQ Team members to help resolve issues.
• Customer service skills.
• Excellent listening skills.
• Exceptional verbal and written communication skills.
• Effective project management skills.
• Self‑directed and results oriented.

PHYSICAL DEMANDS & WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Attire must be business casual (no jeans).
• Facial hair must be maintained and presentable (if applicable).
• Regularly required to stand, walk, sit, use hands, and reach with hands and arms.
• Must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• While performing the duties of this job, the employee may be exposed to various weather conditions.
• The noise level in the work environment is usually moderate.

Salary ranges from $45,000-$55,000

Interested candidates please send your resume to tommooney@brite.com