NOC Technician

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POSITION SUMMARY

As a NOC Technician, you will play a vital role in ensuring customer success by delivering world-class IT services, proactive maintenance, monitoring, backup and recovery, and infrastructure security. You will also handle alert management, contributing to prompt resolutions, escalations, and continuous service improvement. The schedule for this position is Monday - Thursday 8am-7pm EST.

RESPONSIBILITIES

NOC Services 

Maintain antivirus deployments and ensure updates are validated. 
Perform endpoint software upgrades and resolve failed Windows updates. 
Schedule server reboots and manage installations of missing feature updates. 
Deploy, configure, and troubleshoot backup agents and policies. 
Conduct file recoveries and full system restorations. 
Oversee DNS filtering and LogMeIn maintenance. 

Alert Monitoring and Resolution 

Continuously monitor alert systems and respond to new tickets in a timely manner. 
Perform initial assessments to determine alert severity and potential impacts. 
Attempt first-touch resolutions using documented procedures. 
Accurately document troubleshooting steps and observations in the ticketing system. 

Ticket Management 

Review, prioritize, and complete assigned tickets. 
Proactively address unassigned tickets within your skillset. 
Ensure all timesheets are completed daily and submitted weekly. 

Communication and Escalation 

Engage with internal teams and customers to gather necessary information and provide updates. 
Escalate complex issues to specialized teams with complete documentation. 
Follow up on escalated tickets to ensure timely resolutions. 

Continuous Improvement 

Provide feedback to enhance processes and resolution procedures
Contribute to the knowledge base with troubleshooting steps and solutions 
Participate in training and development to stay current with industry tools and best practices

Reporting and Compliance 

Adhere to company policies for ticket handling and escalation 
Generate and analyze performance metrics for alert and ticket management

DESIRED SKILLSET/EXPERIENCE

PSA/RMM Tools: CW Manage PSA, CW RMM
Backup Solutions: Acronis, Datto Backups
Networking Equipment: Meraki Switches, Cisco, SonicWall, Fortinet, HP Appliances, Ruckus
Desktop/Server OS: Windows, MAC, Linux
Hypervisor: VMware, Microsoft Hyper-V
Industry best practices for monitoring and maintaining IT systems
Strong technical proficiency with monitoring and resolution tools
Exceptional troubleshooting and problem-solving skills
Highly detail-oriented and organized
Motivated to earn industry certifications (with company support)
Proven ability to manage multiple priorities and follow through to completion
Collaborative team player with a focus on delivering exceptional service

This is an independent contractor position.