Network Operations Center Tech (Weekends)

Position Overview

Our Network Operations Center (NOC) team is the frontline defense against network disruptions ensuring the stability security and performance of our clients environments around the clock. Operating 24/7 the NOC proactively monitors network health detects anomalies and takes swift action to prevent or resolve issues.

As a NOC Technician you will be responsible for troubleshooting and remediating network and system support incidents often identified through monitoring and management addition to proactive monitoring and problem resolution this role includes answering client calls during the organizations after-hours period providing responsive and professional support when its needed most.

Position Schedule:

• Primary Schedule 10am 9pm Friday Saturday Sunday and Monday
• Alternate Schedule While the primary schedule is as stated above candidates must be willing and able to work alternate days (including Holidays Tuesdays Wednesdays Thursdays) up to 5% of the time to cover for colleagues on PTO.
• Schedule flexibility is a key requirement for this position.

Essential Duties & Responsibilities:

Provide Multi-Client Support:

• Troubleshoot and resolve assigned client support requests which may include:
  • Network security and firewall issues (Internet access VPN DNS)
  • Network switching/routing issues (wireless access)
  • Server performance issues (data/voice circuit performance)
  • Enterprise productivity applications (Microsoft Office Exchange O365)
  • Server-based OS support directory services and complex end-user issues

Network & Systems Monitoring

• Address network and systems alerts and alarms including:
• Utilize remote monitoring and management tools to proactively support network and system health

Cloud & Data Center Services

• Support cloud and data center operations including:
  • Offsite backup anti-spam/anti-virus and collaboration platforms
  • Virtual servers cloud hosting and DNS administration
  • Equipment inspections and Smart Hands services for colocation
  • Data center inspections maintenance protocols and facility rounds
  • Data center check-in escort procedures and security compliance

Manage Incidents Requests and Service Levels:

• Log categorize prioritize and diagnose incidents alerts and service requests.
• Collaborate with cross-functional teams including engineers data center operations and vendors to resolve complex issues support maintenance activities and execute emergency response protocols.
• Process service and change requests by completing required documentation in accordance with procedures for new users terminated users and departmental or organizational changes.
• Ensure all support services are delivered in alignment with defined Service Level Agreements (SLAs)

Required Skills:

• Degree in a technical field strongly preferred but not required
• Minimum of one year of experience in IT support help desk functions or a related technical role ideally in an MSP setting.
• Engineer-level or Vendor certification preferred (i.e. MCSE CCNP MCITP)
• Basic understanding of networking / troubleshooting
• Tech savvy with an ability to quickly learn new technical concepts and skills
• Highly developed customer service skill set
• Strong technical knowledge of various systems software and hardware (including troubleshooting and setup) using RMM and other dashboard tools
• Must be able to communicate effectively both verbal and written with a broad range of individuals at all levels.
• Resourceful in getting things done self-starter productive working independently or collaboratively ours is a fast-pace entrepreneurial environment with performance expectations and deadlines
• Inquisitiveness and an eagerness to learn new technologies and apply concepts to real world problems
• Share our values: growth relationships integrity and passion

Whats in it for You

• Opportunity to work with a rapidly expanding tech company
• Opportunity to work with cutting-edge technology in a casual fun environment
• Opportunity to be a part of a local company committed to making a difference in our community
• Competitive salary and benefits package including health vision dental and life insurance