• NOC Analyst I

    Location US-OH-Cleveland
    Posted Date 1 month ago(10/16/2018 10:30 AM)
    Job ID
    # Positions
    Experience (Years)
    Information Technology
  • Company Overview

    MCPc is a technology logistics company that helps clients empower their employees to work from anywhere and on any device through innovative end point computing architectures.


    The company’s heritage as a top 100 solution integrator and unique anyplace workspace ideology has positioned it to become a thought leader in the rapidly expanding next generation Internet of Things (IoT) marketplace.


    As customers continue to expand their use of connected devices, MCPc will also continue to deploy and develop enhanced services around managing the intelligent device life-cycle in a proactive and efficient fashion. Headquartered in Cleveland and with branch locations across the Midwest, MCPc provides custom solutions for the three biggest issues facing customers today: Logistics, the Secured Client and Workspace Transformation. These three offerings make up the core of the Anyplace Workspace ®, our answer to the Internet of Things and PC-as-a-Service.


    MCPc is proud to be an equal opportunity employer, focused on recruiting and retaining top talent at every level. We employ premier associates in the industry who deliver value and support to our growing customer base. In order to ensure MCPc is holding itself to the highest level of security, as a trusted and premier endpoint solutions provider, all new employees must undergo our standard background check and drug screen test for pre-employment purposes.


    As a NorthCoast 99 winner for 8 consecutive years, MCPc is consistently recognized as one of Northeast Ohio’s best places to work. MCPc offers a comprehensive benefits package which includes optional Medical, Dental, Vision, Short Term Disability, 401k, Voluntary Life Insurance (for you and your family), Group Accident and Critical Illness Insurances as well as company-paid Life and Long Term Disability Insurances. We also offer Paid Time Off, Paid Holidays, a Wellness Program and other perks to take advantage of through our strategic partnerships


    Position Overview

    The OSC (Operations Service Center) Analyst to be responsible for proactive service monitoring and reactive customer request management. The position operates on a rotating schedule in support of operations 24 hours a day, 7 days a week. 


    •  Monitor Alerts/Alarms and Incident tickets for IT infrastructure of various customer’s enterprise networks
    • Answer incoming calls for assistance
    • Follow established procedures for troubleshooting and escalation
    • Execute scripts and commands specified in the troubleshooting procedures
    • Escalate issues to Subject Matter Experts (SMEs), Continuous Support Engineers (CSE), and supervisors based on established procedures
    • Follow up with Escalation path to ensure resolution of issues
    • Document all activities diligently as specified
    • Hours are: M-F 830am-5pm; 9am-530pm; or 11am-730pm


    Technical knowledge:

    • Active Directory- Add, edit, delete members
    • Office 365 experience – move, add, change
    • Microsoft Office – Word, Excel, Powerpoint, Outlook troubleshooting
    • Connectwise and or other ticketing programs – desired but not required
    • Monitoring Tools (example Solarwinds)
    • Alerts, basic troubleshooting skills, triaging, where do you start when you receive connectivity alerts on a server
    • Understand and able to define- disc space, CPU, connectivity

    Other Requirements: 

    • Excellent customer service skills
    • Typing requirement- minimum of 50 wpm/92% accuracy
    • Attention to detail
    • Ability to follow procedures precisely
    • Efficient
    • Ability to retain knowledge
    • Punctual
    • Multitasking Skills


    One or more of the following:

    • Associate/BS degree in Computer/Technology field or equivalent work experience in related field.
    • Certification- CompTIA A+, MCSA
    • **Desired but not required individual previous work experience with a MSP, ability to work in multiple environments



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