NOC Analyst

Job Description

Description:

Who We Are

Based in Austin, Texas, Acumera is a leader in managed network security and automation services for multi-site businesses' payment systems and operations. Acumera provides software-as-a-service (SaaS) solutions for edge computing, secure edge networking, network operations, visualization, and security. Our clients focus on growing their companies using Acumera's remote systems' visibility, robust data security, and simplified compliance services. In 2002, Acumera became our client's trusted network partner.

What we're looking For

As the Junior Support Analyst within the Reliant Platform Support vertical at Acumera, your primary role is to serve as the initial point of contact for customers utilizing the AcuVigil Platform. You are crucial in providing timely and effective support by promptly responding to customer inquiries, diagnosing and resolving technical issues, and ensuring comprehensive documentation of customer interactions and solutions. This role will collaborating closely with cross-functional teams, and your responsibilities include escalating complex issues to higher support analysts when necessary and contributing to the overall efficiency of the AcuVigil Platform by following established support processes. Your customer-centric approach, strong communication skills, and adaptability to evolving technologies are crucial to maintaining customer satisfaction and the smooth operation of the AcuVigil Platform.

Responsibilities:

Respond to customer inquiries and issues via phone, email, or chat.

Expectation of handling multiple calls a day, along with email, ticketing, and instant messaging

Diagnose and resolve Tier 1 technical issues with Acumera's products and services.

Document customer interactions and solutions for future reference.

Escalate complex issues to higher support tiers when necessary.

Collaborate with cross-functional teams to address customer needs.Requirements:

Minimum Qualifications:

Strong communication and interpersonal skills.

Basic understanding of networking and technical troubleshooting.

Ability to follow processes and procedures accurately.

Customer-focused with a positive attitude.

Quick learner and adaptable to new technologies.

Preferred Qualifications

Bilingual in Spanish/French

Experience with Fortinet, Meraki

Knowledge of Linux and standard Linux commands a plus

Prior Customer Service Experience: Highly valued, even if not directly related to tech

Shift Options: Shifts rotate between days, evenings, nights, and weekends

Ability to absorb a lot of information quickly

Ability to utilize provided resources and eager to acquire knowledge

Education or Experience

High School diploma (or equivalent) required

CompTIA certifications preferred

Environment and Physical Requirements

Ability to sit at a computer for extended periods of time

Ability to work a hybrid schedule

Perks of Acumera

Health benefits start on the first of the month following date of hire

401(k), FSA, HSA

Casual dress code

Fully stocked kitchen

Vibrant and Inclusive Workplace Atmosphere

Paid company holidays

Discretionary time off policy

Central Austin location with free parking

Flexible work environment and an opportunity to grow as we grow.

Acumera is an equal opportunity employer. The final candidates will be subject to a pre-employment background check.

Full-time

Hybrid remote