Service Desk L1/NOC - Afterhours

SUMMARY

The Rapid Resolution Specialist — L1/NOC is responsible for providing quality services and solutions to clients while maintaining a high level of client satisfaction. This hybrid role combines first-level helpdesk support with proactive NOC monitoring responsibilities — answering client calls and service requests, triaging and resolving incidents, and monitoring infrastructure alerts generated through client’s RMM platform and network monitoring tools. This role provides Tier 1 technical support, determines problem severity, escalates appropriately, and ensures client systems are proactively monitored and maintained. This role operates across extended hours including evenings, weekends, and holidays to support client’s 24x7 service delivery commitments.