NOC Technician

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