This position is primarily responsible for working on a team within the NOC. This position will handle technical support requests directly from customers as well as escalation from other team members and field engineers. Our engineers are responsible for maintaining user uptime and improving their computing experiences through effective maintenance, problem identification and resolution activities, as well as growing and developing the organization’s perception with existing customers through exceptional customer service. This position will also assist the NOC engineers with handling any kind of tasks related to network and infrastructure outages. ​ 

This role will operate on the Fri-Mon (2 PM - 12:30 AM) shift

Primary Position Tasks:  

Must be flexible to work nights and weekends, holidays (We are a 24x7x365 call center environment) 

Strong ability for communication and collaboration in a high activity and fast paced environment. 

Email Administration with basic level of user management including configuring new accounts, password resets, and troubleshooting user login, profile, and permission issues 

Maintaining standards and documentation on an ongoing basis as products and technologies evolve 

Accept customer calls, alerts, and escalations from the NOC engineers 

Follow trouble shooting Standards Operating Procedures (SOPs) 

Act as the point of contact for customer incidents reported by telephone, email and remote monitoring tools ensuring all processes and agreed upon standards are followed. This includes performing system analysis techniques to consult with end users and determining the hardware and software system functional specifications. 

Consistently meet/exceed customer account needs; identify opportunities to enhance delivery of company service and support goals.  

Engage in IT certification programs to develop subject matter expertise 

Work with NOC team with a focused direction on calls and SLA management while adding value and contributing to overall team performance. 

Maintain accuracy of all reports/audits and client documentation based on Red River and customer defined system specifications. Ensure log entries to the ticketing system are accurate, concise, and timely to meet the SLAs (service-level agreement). 

Exercise sound judgment when working outside defined practices and procedures; accurately close incidents for known errors without the need for functional escalation 

Escalate potential areas for improvement to standard operating procedures (SOPs) to team leadership. 

Keep current on new releases, updates, and changes to Customer Run Book content 

Continually pursue on-going training and development opportunities to advance skill sets and, in turn, ability to effectively deliver to customers.  

Maintain clear understanding of the interdependencies that problem, change, and configuration managements processes have on good incidents management practices.   

Other business duties as assigned 

Minimum Education/Certification/Experience Requirements: 

Bachelor’s degree desired, Computer Science, Engineering or other technical degree or equivalent experience 

Desired certifications: CompTIA A+, Network+, OR Microsoft MCSA certifications 

Minimum 1 years of IT experience with IT administration and support experience with windows administration and management of Active Directory, DHCP, DNS, Group policy 

High level experience and knowledge of Windows and Mac operating systems 

Preferred Education/Certification/Experience: 

Previous Experience in a fast-paced consulting or MSP environment as plus   

Basic domain functionality experience with Active Directory functionalities, Group Policy, DNS, and DHCP 

Experience with desktop operating systems 

Knowledge, Skills and Abilities:  

Basic knowledge of Backup Solutions 

Basic knowledge of troubleshooting Remote Desktop Services and VPN 

Basic understanding of core network components 

Basic virtualization Administration and architecture knowledge such as rebooting virtual machines, allocating necessary resources, and maintaining the hypervisor 

Candidates must be energetic and focused with a strong motivation to learn new technologies and management and maintenance processes.  

This position requires dedication, persistence, effective utilization of provided resources and the ability to deliver superior customer service.  

Proven ability to utilize CRM data, product documentation and other resources to research and resolve client technical issues. 

IT hardware/software knowledge with previous work experience in Windows and Unix/Linux-based environments 

Strong understanding of hardware and software compatibility (i.e., rev. levels, firmware, versions, etc.), installation, and configuration 

Strong working knowledge of servers (physical and virtual), enterprise backup applications, SAN, and network infrastructure 

Strong consulting and communication skills  

Confidence and experience in front of clients  

Strong ability to work in a team-based environment  

Ability to be a self-starter and possess good time management skills  

Essential Elements (Mental; Physical; Equipment used): 

​​This position is an office position that requires remaining in a stationary position for multiple hours throughout the workday. 

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​This position requires the ability to continuously communicate with co-workers throughout the day utilizing Red River approved and/or provided communication tools and equipment. 

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Special Requirements:  
This position may serve as a backup to the NOC when overflow is necessary. 

Basic Qualifications:

Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our benefit offerings here. If you are ready to join a growing company, please submit your resume and cover letter (optional).

EOE M/F/DISABLED/Vet

Red River is an equal opportunity employer and makes employment decisions based on business needs, job requirements and individual qualifications, without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity or expression, marital status, age, family medical history or genetic information, disability, past or present military service, or any other characteristics protected under the laws applicable in the locations where Red River operates.  Red River will not tolerate discrimination or harassment based on any of these characteristics. 

Red River does not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to job postings or otherwise. Placement fees will not be paid to any recruiter unless Red River has an active agreement in place with the recruiter and such a request has been made by the Red River Talent Acquisition team and such candidate was submitted to the Red River Talent Acquisition Team via our Applicant Tracking System. Any unsolicited resumes or other data submitted to Red River in violation of this policy may be used by Red River without obligation to pay any fees of any kind to the recruiter.