Company Description
Axxys Technologies, Inc. (www.axxys.com) is a provider of managed IT services, consulting and voice solutions for businesses across the Dallas Fort Worth Metroplex. For more than 30 years, Axxys has delivered the region’s best service and support for network design, security, monitoring, virtualization, unified communications, remote access, backup/disaster recovery solutions, as well as public/private or hybrid cloud. Axxys is a CompTIA accredited business and carries the CompTIA Security Trustmark and holds premiere or partner certifications with VMWare, Microsoft, Watchguard, Allworx, Cisco, Apple, Citrix, and many more industry leading manufacturers.
Job Description
SUMMARY
The NOC Technician provides back office support of the technical services team and clients by providing support and development of the remote monitoring and management (RMM) tool utilized by Axxys Technologies. The NOC Technician works closely with the Technical Account Management team and the Chief Technology Officer to develop and maintain the standard operating procedures for the RMM tool including deployment, usage, maintenance, and innovation of support delivery. The NOC Technician will also work with the RMM vendor via telephone, email, and web forums to better understand and implement best practice usage of the RMM tool. The NOC Technician will look for opportunities to automate and enhance the service deliver of the technical services team as well as streamlining information reporting.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.
Complete all available training available from RMM vendor, and actively participate in forum groups and/or email groups available from RMM vendor in order to discover new opportunities available from the RMM tool.
Continuous education regarding the RMM tool and any feature sets or functions that are managed via the RMM tool such as 3rd party integrations, SNMP, scripting, WMI, systems usage, reporting, database functionality, and client systems.
Documentation of RMM tool including implementation practices, best practice usage, monitoring guidelines for client systems, integration of Axxys processes, and education of technical services team.
Daily monitoring of tickets created by the RMM tool in the Professional Services Automation (PSA) tool to better understand and adjust implementation of monitors, scripts, and configuration of RMM tool.
Ambitiously seek new ways to automate processes and procedures performed by the technical services team that can be automated via the RMM tool such as system patching, software installation, reactionary service delivery, scripting, and reporting.
Work with TAMs and Chief Technology Officer to drive higher quality services to managed clients and seek ways of lowering service delivery costs. This is achieved by finding new and more efficient ways of performing repetitive tasks and/or service delivery automation through RMM tool.
Provide training and guidance on usage of RMM tool to technical services team as necessary to ensure that tool is properly utilized, and efficiencies maximized.
Configure and maintain security within the RMM tool for usage by various teams at Axxys Technologies to ensure adequate access and usage but prevent damage or misconfiguration by other members.
Ensure RMM tool integrity is maintained through regular backups and procedures that will enhance availability and access. This includes evaluation of processes and procedures utilized for backups, web delivery access, and so on.
Monitor RMM server(s) to ensure optimum performance and usability.
Adhere to all standards and guidelines developed by the management team of Axxys Technologies as well as the employee handbook.
Uphold and demonstrate the core values of Axxys in all activities: Innovation, Empathy, Passion, Integrity, Engaged as well as the ideal team characteristics of Humble, Hungry, and Smart.
SUPERVISORY RESPONSIBILITIES
The NOC Technician position does not have any supervisory rules.
Qualifications
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Experience with database technologies such as SQL, mySQL, etc for building queries and protecting information.
Experience with scripting languages such as Python, Powershell, Java and leveraging data structures like JSON.
EDUCATION and/or EXPERIENCE
Associates degree (A. A.) from two-year college or trade school; or one to two year’s related experience and/or training; or equivalent combination of education and experience.
LANGUAGE SKILLS
Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.
MATHEMATICAL SKILLS
Ability to apply advanced mathematical concepts such as exponents, logarithms, quadratic equations, and permutations. Ability to apply mathematical operations to such tasks as frequency distribution, determination of test reliability and validity, analysis of variance, correlation techniques, sampling theory, and factor analysis.
REASONING ABILITY
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
CERTIFICATES, LICENSES, REGISTRATIONS
Certifications associated with the NOC Technician would include the items below (not required for hire, but will be a part of the professional growth plan):
Microsoft MCSA
Cisco CCENT
Meraki CMNA
Comptia A+
Comptia N+
Comptia Server+
Datto DTS I
Barracuda Specialist
VMware VTSP
Zultys
Additional Information
Department: Technical Services Reports to: CTO
Information submitted will be kept confidential according to EEO guidelines.
Top Skills
What We Do
We change the way technology propels your business – together. Successful relationships can’t be one-sided. Axxys takes a collaborative approach to the way we engage our clients, because the better we know each other, the better we can help each other succeed.
We want to be fully engaged with you and your business as a whole. We foster relationships that go well beyond simply fixing what’s broken – we want a seat at your table to help you plan for the road ahead.
When you’re engaged with us, we’re able to help you leverage technology to achieve growth and create new opportunities within your organization – and that’s what matters the most to us.
