Website Ballantyne Strong Inc.

Ballantyne Strong, Inc. is a diversified provider of digital technology services, products and solutions serving the retail, financial, government, healthcare and cinema markets. Headquartered in Omaha, NE, the Company designs, integrates, and installs technology solutions for a broad range of applications; develops and delivers out-of-home messaging, advertising and communications; manufactures projection screens and lighting products; and provides managed services including monitoring of networked equipment.(

The NOC Tier 1 Help Desk is responsible for providing ongoing 24/7 proactive operational monitoring and support to customer’s network and devices throughout the world.  This position is responsible for technical support and issues that come into the NOC via customer and/or monitoring software.

Essential duties and responsibilities for the NOC Tier 1 role include:

  • Act as first level technical support for all inbound calls
  • Review, assess and complete customer service requests for technical support and escalate to Tier 2 support if needed.
  • Diagnose and resolve incident tickets.
  • Answer inbound calls and resolve incidents for field service technicians.
  • Ability to configure network routers, switches, transmission equipment and support devices as per standard procedures or as directed by the NOC Supervisor and/or Operations Engineers.
  • Monitor network status and provide support for issues related to the network infrastructure, hardware and applications.
  • Create and update trouble tickets as required by standard procedures.
  • Assist with escalations as requested by Engineers or Management.
  • Provide timely and effective technical support to meet the customer’s expectations via telephone or in person.
  • Ability to diagnose, repair and update digital cinema projectors, players, sound and microcomputer systems.
  • Ability to troubleshoot and resolve Network issues i.e. connectivity, applications, Internet, WAN, e-mail and infrastructure related to digital projection systems.
  • Support live events/screening for Digital Cinema customers.
  • Ability to support preventative scheduled maintenance to ensure optimum operation and minimum downtime of On Screen Advertising, Interactive Media Systems and Digital Cinema projectors and systems.
  • Develop and maintain excellent customer relationships.

Job Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Associates degree or equivalent from a two-year college or technical school or related experience in a technical setting.
  • Previous experience in a Network Operations Center preferred.
  • Familiarity with field service concepts, practices, and procedures.
  • Previous experience with network security preferred.
  • Must be comfortable working in a high stress, fast paced environment with shifting priorities.
  • Excellent communications skills (verbal and written).
  • Exceptional attention to detail.
  • Excellent time management and organizational skills.
  • Strong analytical skills.
  • Self-starter who can find and resolve issues as they are identified.
  • Ability to successfully interface with a wide range of personnel within the organization.
  • Ability to work nights, weekends and holidays if needed.

Ballantyne Strong is an Equal Employment Opportunity employer.  This organization participates in E-Verify and conducts pre-employment criminal history background checks and drug screens.

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