Role Overview

Monitor network infrastructure, systems, applications, and managed environments using network monitoring tools and systems, responding to alerts and notifications in a timely manner.
Investigate and diagnose network incidents and outages, following predefined troubleshooting procedures and escalation paths to restore service within established Service Level Agreements (SLAs).
Troubleshoot network, server, and infrastructure issues; identify root causes; and implement corrective actions to restore services while collaborating with internal teams and external vendors as needed.
Monitor and respond to cybersecurity alerts, endpoint protection events, suspicious activity, and infrastructure vulnerabilities in accordance with established security and incident response procedures.
Assist in proactive maintenance activities, including patch validation, backup verification, maintenance window activities, and system health reviews.
Identify recurring infrastructure issues and contribute to root cause analysis efforts aimed at reducing repeat incidents and improving long-term service stability.
Assist in developing and maintaining automation processes, monitoring thresholds, alerting logic, and operational efficiencies to reduce reactive workload and improve service reliability.
Document incident details, troubleshooting steps, remediation efforts, and resolutions within the incident management system while maintaining accurate and audit-ready records.
Create and maintain internal documentation, standard operating procedures (SOPs), and knowledge base articles to improve consistency and operational maturity.
Provide regular updates and communication to internal teams, leadership, and clients regarding incident status, remediation efforts, and resolution timelines.
Participate in shift handoff processes and maintain accurate transition documentation to ensure continuity across the 24/7 operational environment.
Assist with the implementation of network changes, updates, and configurations while following change management procedures designed to minimize disruption and maintain compliance.
Monitor network performance and utilization trends, analyze data and metrics, and provide recommendations for optimization and continuous improvement.
Collaborate with Service Desk, Engineering, Security, Client Success, and other internal teams to ensure seamless escalation management and efficient issue resolution.
Proactively identify tickets or alerts at risk of SLA breach and escalate appropriately to maintain contractual compliance and service quality expectations.
Participate in after-action reviews, continuous improvement initiatives, and operational process enhancements designed to improve efficiency, stability, and customer satisfaction.
Stay current with emerging technologies, cybersecurity trends, industry best practices, and operational standards through ongoing training and development.
Adhere to company policies, operational procedures, security standards, HIPAA requirements, and change management processes while promoting a culture of accountability and compliance.
Participate in scheduled after-hours, weekend, holiday, and on-call support rotations as required to support 24/7 operational coverage.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or a related field preferred; equivalent experience and relevant certifications will be considered.
Relevant certifications such as CompTIA Network+, Security+, Cisco Certified Network Associate (CCNA), Microsoft certifications, or similar are preferred but not required.
Experience in network operations, infrastructure support, monitoring, or a related technical role, preferably within a NOC or MSP environment.
Strong technical knowledge of networking concepts and technologies including TCP/IP, DNS, DHCP, routing, switching, VPNs, wireless networking, and firewall administration.
Experience with network monitoring and management platforms such as SolarWinds, PRTG, Nagios, ConnectWise Automate, or similar RMM/monitoring solutions.
Background in server administration, Active Directory, Microsoft 365, virtualization platforms (VMware/Hyper-V), and endpoint management preferred.
Familiarity with cybersecurity concepts, endpoint protection tools, SOC processes, and compliance-focused environments such as HIPAA preferred.
Familiarity with incident management, change management, escalation procedures, and ITIL best practices.
Strong analytical and problem-solving skills with the ability to troubleshoot and resolve complex technical issues under pressure.
Excellent verbal and written communication skills with the ability to communicate technical concepts clearly to both technical and non-technical audiences.
Strong organizational skills with the ability to manage competing priorities in a fast-paced operational environment.

Tech Stack

Cyber Security
DNS
Switching
TCP/IP
VMware

Benefits

Health insurance
Professional development opportunities

PEAKE Technology Partners

Open Positions (1)

Engineering

NOC Technician