Customer Technical Support Representative

Position: Customer Technical Support Representative 4
Location: Saint Paul

Position Title:

Enterprise Systems Monitoring Technician (Incident Management / NOC)

Location:

Eagan, MN (On-Site, Rotational Shift)

Clearance Requirements:

Must be eligible to obtain a Public Trust Clearance. U.S. Citizenship or Permanent Residency required. Must have resided in the U.S. for the past 5 years.

Position Status:

Contract

Pay Rate:

Competitive hourly rate (based on experience)

Position

Description:

We are seeking a highly motivated Enterprise Systems Monitoring Technician to support a large-scale, mission-critical IT environment. This role is ideal for professionals with experience in incident management, NOC operations, enterprise monitoring, and infrastructure support who thrive in fast-paced, high-visibility environments.

In this position, you will monitor and support over 300+ enterprise applications and infrastructure systems across Windows and Linux environments. You will serve as a key point of coordination during service disruptions, lead incident bridge calls, communicate with stakeholders (including executive leadership), and ensure timely resolution of critical production issues.

This is an on-site role in Eagan, MN, requiring flexibility to support rotating day/night shifts, including weekends.

We are looking for a proactive problem-solver who combines strong technical troubleshooting skills with excellent written and verbal communication abilities.

Key Responsibilities:

* Monitor day-to-day operations of large-scale enterprise systems and applications (300+ applications)

* Identify, triage, and respond to system alerts and infrastructure incidents in real time

* Create, manage, and update incident tickets in accordance with ITIL and Service Desk best practices

* Lead and coordinate incident bridge calls (Web Ex, Zoom) during high-impact outages

* Communicate incident updates clearly to technical teams and executive leadership

* Troubleshoot issues across Windows and Linux environments

* Identify and escalate network-related outages and connectivity issues

* Execute change requests while maintaining compliance standards

* Document incidents, root causes, and resolution steps thoroughly

* Collaborate with infrastructure, networking, and application teams to drive resolution

Required Skills/

Education:

* High School Diploma with 5+ years of IT experience OR Bachelor's degree with 1+ year of IT experience

* Experience in Incident Management, Help Desk, NOC, or Enterprise Monitoring

* Strong understanding of networking fundamentals (TCP/IP, DNS, ports, firewalls, connectivity troubleshooting)

* Working knowledge of Windows and Linux operating systems

* Experience using monitoring tools in enterprise environments

* Ability to interpret system alerts and diagnose infrastructure issues

* Strong written and verbal communication skills

* Ability to work independently and manage high-priority incidents under pressure

* Willingness to work rotating shifts (day/night) including weekends

* Ability to work on-site in Eagan, MN

Preferred Qualifications:

* Bachelor's degree in Computer Science or related field

* Experience in large-scale enterprise IT environments

* Familiarity with ITIL framework and Service Desk models

* Experience communicating with executive stakeholders during critical incidents

* Experience with enterprise monitoring platforms

About Seneca Resources

At Seneca Resources, we are more than just a staffing and consulting firm, we are a trusted career partner. With offices across the U.S. and clients ranging from Fortune 500 companies to government organizations, we provide opportunities that help professionals grow their careers while making an impact.

When you work with Seneca, you're choosing a company that invests in your success, celebrates your achievements, and connects you to meaningful work with leading organizations nationwide. We take the time to understand your goals and match you with roles that align with your skills and career path. Our consultants and contractors enjoy competitive pay, comprehensive health, dental, and vision coverage, 401(k) retirement plans, and the support of a dedicated team who will advocate for you every step of the way.