NOC Analyst

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Description

Scale Computing is the leader in edge computing, virtualization, and hyperconverged solutions for customers around the globe. The company transforms the way businesses use infrastructure technology through the delivery of innovative products and services, with a philosophy of innovation and employee empowerment driving its commitment to best-in-class customer experiences, partner success, and shareholder return. Employees, known internally as "Scalers," operate by five core values: Vigilant, Owner, Integrity, Champion, and Empower.

About the Role

As the Junior Support Analyst within the Networking Support vertical at Scale Computing, your primary role is to serve as the initial point of contact for customers utilizing our Managed Networking Services. 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 collaborate 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 Networking Support team 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 Managed Networking Support Team.

This is a full-time in-office role based in our Austin, TX office.

What You'll Do

• 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 Scale Computing'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

• 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.
• High School diploma (or equivalent) required

Preferred Qualifications

• Bilingual in Spanish/French
• Experience with Fortinet
• Experience with Networking
• 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
• CompTIA certifications preferred

Benefits

Scale Computing offers a comprehensive benefits package, effective the first of the month following your date of hire:

• Medical, dental, and vision insurance
• Company-paid life insurance, short-term disability, and long-term disability
• Flexible Spending Accounts, additional life/AD&D coverage, critical illness and hospital indemnity, legal insurance, and pet insurance
• 401(k) plan
• Employee-directed Paid Time Off (no fixed annual allotment) plus 10 paid company holidays
• Paid parental leave for births, adoptions, and foster placements
• Volunteer Time Off (VTO)

Equal Opportunity Employer

Scale Computing is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other status protected by applicable law.