Thrive is currently ranked among the top 100 IT Managed Service Providers globally. Our Mission is to become the most respected and referred technology solutions firm serving mid-market, enterprise, and emerging customers in the Northeast United States.

1-866-205-2810

info@thrivenetworks.com

25 Forbes Boulevard, Suite 3 Foxborough, MA 02035

Top
 

Network Operations Center (NOC) Manager

Careers at Thrive provide a tremendous opportunity to work with an exceptional team of professionals in a dynamic and rewarding environment.

Network Operations Center (NOC) Manager
Foxborough, Massachusetts
Reports to: Regional MSP Director
Shift: Second (4pm – 1am)

 

About Us:

Thrive is a rapidly growing technology solutions provider focusing upon Cloud, Cybersecurity, Networking, Disaster Recovery and Managed Services.  Our corporate culture, engineering talent, customer-centric approach, and focus upon “next generation” services help us stand out amongst our peers.  Thrive is on the look-out for individuals who don’t view their weekdays spent at “a job”, but rather look to develop valuable skills that ignite their passion and lead to a CAREER.  If you’re attracted to a “work hard, play hard” environment, seeking the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!!

 

Position Overview:

This position offers you the opportunity to join our rapidly growing organization. We’re looking for people with initiative, autonomy, and the leadership to optimize both process and delivery around our Managed Service offerings.

In this role, the candidate will be a key member of our Service Delivery management team. The NOC Manager will be responsible for overseeing the day to day operational functions of Thrive’s Managed Services team. The role includes direct supervisory management of Thrive’s NOC engineers from a customer service, technical, and career development perspective.  The NOC Manager will be responsible for ensuring that the NOC engineering team delivers at, or otherwise achieves all performance metrics defined for Thrive’s managed services products and service level agreements for managed services clients. The NOC Manager will serve as the escalation point for all Managed Services customer service issues.

Primary Responsibilities:

Ability to troubleshoot at appropriate technical level:

  • Workstation – Experience required with Windows 8/Windows 10
    • Troubleshooting and configuration
    • Management and deployment of workstation via Microsoft Deployment Toolkit and Windows Deployment Services
    • Configuration of Office365
    • Installation, configuration, troubleshooting and customization of workstation applications per customer’s preferences
    • Understanding of and ability to install, configure and test workstation hardware including video cards, NICs, hard drives, and Mobile Devices
    • Installation, configuration, troubleshooting and customization of MS Office Suite applications
    • Knowledge and ability with remote support methods
    • Knowledge of common protocols and client connection methods
  • Network Server – Experience required with Windows Server 2012, 2016
    • Installation, configuration and troubleshooting
    • Support and administer file, print, remote access, and network services
    • Basic administration, including add/remove users and groups, configure file permissions, check event logs, configure and restore from backup
  • Security for Corporate Endpoint environment
    • Management of Security Awareness Training System
    • Administration of corporate endpoint protection
    • Light duties regarding security program including training and end user security incidents

Customer Service:

  • Set client expectations appropriately throughout the troubleshooting process
  • Troubleshoot and resolve non time sensitive workstation level incidents while following Thrive’s Standard Operating Procedures and Best Practices
  • Demonstrate the correct level of urgency while resolving client incidents
  • Understand and appropriately apply available vendor support process
  • Produce efficient resolution to technical incidents

Qualifications:

  • Associate’s Degree or Technical Degree
  • Ability to work in a 24x7x365 department
  • Self-driven improvement and welcomes new challenges
  • Personally invested in own technical growth
  • Participate in the assigned implementation of new systems or software
  • Motivated to utilize personal time for career development
  • Participate in the weekly on call pager rotation
  • Is available to work after hours when necessary
  • 1+ years desktop and server support experience
  • Ability to take ownership of tasks and ensure complete resolution
  • Ability to articulate technical information and convey to non-technical people
  • Passionate about delivering excellent customer service
  • Attention to detail
  • Ability to deal effectively with stressful situations
  • Ability and willingness to recognize when it is necessary to escalate
  • Provide accurate time estimates for duration of tasks
  • Self-motivation and ability to learn new skills quickly
  • Sharing information and working collaboratively to achieve team goals
  • Must be able to work effectively in a team environment as well as alone
  • Excellent written and oral communication skills

Preferred Certifications:

  • CompTIA Net +
  • MCITP: Enterprise Support Technician
  • MCP

 

For more information on this job opening or to apply, please email careers@thrivenetworks.com.