Support Operations Center Technician (SOC) - Tier 1 Support

  • Job Tracking ID: SOC Technician
  • Job Location: Charlotte, NC
  • Job Level: Entry Level (less than 2 years)
  • Job Type: Full-Time/Regular
  • Date Updated: April 12, 2017
  • Years of Experience: 2 - 5 Years
  • Starting Date: May 2, 2017

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Job Description:

Responsible for providing remote technical support for all NASCENT customer solutions. SOC Technicians are the first point of contact for our 24/7/365 customer service call center and will be required to collect and record detailed information concerning technical issues. Using various tools and excellent communication skills, the successful candidate must provide courteous, effective, and timely support to our customers and escalate issues promptly as necessary. Providing feedback and notes to our in-house teams will be required.

Candidate will work in a dynamic environment with innovative technology of both hardware and software.


  • Respond to requests for technical assistance via phone and email
  • Determining diagnosis and resolving technical issues
  • Research & troubleshoot issues with a variety of standard software diagnostic tools
  • Communicate effectively with customers, co-workers and management team
  • Follow standard help desk procedures and document all interactions
  • Drive for prompt resolution of all issues
  • Stay current with system information, changes and updates
  • Configure and Test various components of the systems, in-house and remotely
  • Daily customer site monitoring & reporting as requested by the customer(s)
  • Utilize computer based ticketing system & call queue

Documenting in NTS Ticketing System & uploading solutions to WIKI & Sharepoint

Experience and Skills:

Required skills & knowledge

  • Knowledge and experience with customer service practices
  • Self-motivated
  • Willingness to learn & excel
  • Proven experience & knowledge of the following:

PC hardware and software

Remote access tools and networking
Remote monitoring tools

Microsoft Office, Word & Excel

Familiarity with FTP sites and VPN

  • Professional oral and written communication skills
  • Problem-solving skills with the ability to adapt and pay close attention to detail
  • Skill in establishing and maintaining cooperative working relationships with other employees as well as customers and VARs



  • Must have a passion for delivering exceptional customer service
  • Communication skills
  • Team player
  • Presentation skills
  • Works with a sense of urgency
  • Complex problem solving skills
  • Adaptability
  • Attention to detail

Work Environment/Dynamics

  • Majority of time will be spent in a call center environment
  • Must be able to sit and use computer and phone equipment for long periods
  • Must tolerate stressful customer service situations gracefully
  • Occasional travel may be required
  • Must be able to work varying shift schedules / including nights, weekends & holidays


Physical Ability

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stoop, kneel, crouch, talk and hear. The employee frequently is required to stand; walk; sit; climb stairs; use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to climb or balance. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include ability to adjust focus.