Network Operations Center Tech (Weekends)

Position Overview

Our Network Operations Center (NOC) team is responsible for proactively monitoring the stability security availability and performance of our clients technology environments. Operating 24/7 the NOC identifies system and network alerts performs initial troubleshooting and remediation and escalates issues when additional technical expertise or client interaction is required.

As a NOC Technician you will primarily support system-generated alerts and monitoring activities across multiple client environments. This includes reviewing devices and alerts running approved scripts performing initial troubleshooting checking backup systems communicating with clients via email when appropriate contacting Internet Service Providers (ISPs) or power providers to confirm outages and escalating issues to the appropriate technical teams.

This position is focused on monitoring alert response technical troubleshooting and ticket management and does not include inbound phone support or direct telephone support of client end users.

Position Schedule:

Primary Schedule

• Saturday 5:30pm Sunday 5:30am IST
• Sunday 5:30pm Monday 5:30am IST
• Monday 5:30pm Tuesday 5:30am IST

Alternate Schedule While the primary schedule is as stated above candidates must be willing and able to work alternate days up to 15% of the time to cover for colleagues on PTO.

Schedule flexibility is a key requirement for this position.

Essential Duties & Responsibilities:

Network & Systems Monitoring

• Monitor and respond to system-generated alerts and alarms across multiple client environments.
• Review device health and monitoring information to determine the cause and severity of alerts.
• Perform initial troubleshooting and remediation using approved processes and documentation.
• Run approved scripts through Remote Monitoring and Management (RMM) platforms.
• Monitor and investigate:

o WAN and LAN connectivity

o Server and workstation availability

o Disk and storage health

o Windows operating system and build status

o Patch compliance

o Server and system performance

o Firewall and network security alerts

o Antivirus and endpoint security alerts

o Backup and disaster recovery systems

o Network and infrastructure availability

Alert & Ticket Response

• Log categorize prioritize troubleshoot and document system-generated incidents and alerts.
• Review device and system information before determining the appropriate next action.
• Follow documented troubleshooting procedures and approved scripts when available.
• Document all troubleshooting findings actions and outcomes within the ticket.
• Escalate tickets to the appropriate Escalations or specialty team after completing required initial troubleshooting.
• Ensure tickets are handled in accordance with established procedures and Service Level Agreements (SLAs).

Scripting & Remediation

• Run approved remediation and diagnostic scripts through RMM and other management platforms.
• Perform initial troubleshooting before escalating an alert.
• Validate script results and determine whether the issue has been resolved.
• Document scripts executed and their results within the associated ticket.
• Escalate issues when scripting or standard troubleshooting does not resolve the underlying problem.

Backup Monitoring

• Review backup alerts and dashboards for failures warnings and missed backups.
• Perform documented initial troubleshooting for backup issues.
• Validate backup status using platforms such as Cove and Veeam.
• Document findings and escalate unresolved backup issues according to established procedures.

Client & Vendor Communication

• Communicate with clients via email when permitted and appropriate for the ticket.
• Contact ISPs telecommunications providers or power providers to confirm known outages and obtain status information.
• Document vendor communications outage details estimated restoration times and other relevant information within the ticket.
• Route issues requiring direct client or end-user telephone communication to the appropriate U.S.-based NOC or Service Delivery team member.

Escalation & Collaboration

• Escalate tickets to the Escalations team after completing required review and initial troubleshooting.
• Collaborate with NOC technicians engineers security teams and other technical teams to resolve incidents.
• Follow documented escalation paths based on severity client requirements and technical complexity.
• Identify when an issue is outside the positions approved access or support scope and escalate appropriately.

• Minimum of one year of IT support NOC help desk or related technical experience preferred; MSP experience is a plus.
• Basic understanding of networking systems and technical troubleshooting.
• Experience with or ability to quickly learn RMM and monitoring platforms.
• Familiarity with Liongard or similar monitoring tools.
• Familiarity with SentinelOne and Sophos Central or similar endpoint security platforms.
• Familiarity with backup technologies such as Cove and Veeam.
• Ability to run approved scripts and perform documented initial troubleshooting.
• Ability to review system-generated alerts determine appropriate next steps and escalate when necessary.
• Strong ticket documentation and attention to detail.
• Strong written and verbal communication skills; fluent in English.
• Ability to work independently follow established processes and collaborate effectively with other technical teams.
• CompTIA A certification required. Candidates who do not currently hold an active CompTIA A certification must obtain it within six months of their start date as a condition of continued employment.
• Share our values: growth relationships integrity and passion.