Title:

Associate Technician - IT Networks

The NOC Technician serves as the first line of support within the Global Network Operations Center. This role focuses on 24/7 system monitoring, alert triage, incident documentation, and escalation to ensure the stability and availability of enterprise IT infrastructure.

The technician is responsible for identifying issues, performing initial troubleshooting, and coordinating with internal support teams for resolution. This position requires strong attention to detail, effective communication skills, and the ability to work in a fast-paced operational environment.

Monitoring & Alert Management

Monitor network, systems, applications, and environmental alerts using enterprise monitoring tools
Identify, acknowledge, and perform initial triage of alerts in a timely manner
Escalate incidents to appropriate support teams based on defined procedures

Incident & Ticket Management

Create, update, and manage incident tickets in the IT service management (ITSM) system
Ensure all tickets contain accurate, detailed, and timely documentation
Track incidents through resolution and follow up as needed
Support major incident coordination, including internal updates and stakeholder communication

Initial Troubleshooting

Perform basic troubleshooting of network, server, and application issues using documented procedures
Gather relevant diagnostic information before escalation
Apply standard operating procedures (SOPs) and knowledge base articles

Communication & Coordination

Serve as a primary point of contact for incident status updates
Communicate clearly and professionally with internal teams and stakeholders
Provide timely updates on incident progress and resolution

Escalation Management

Escalate incidents based on severity, impact, and defined service level agreements (SLAs)
Coordinate with Tier 2/3 teams to ensure efficient resolution

Operational Support

Follow established processes for change management and maintenance activities
Monitor system health and report anomalies or recurring issues
Assist with routine operational checks and tasks

Shift Coverage

Participate in a 24/7 rotating shift schedule, including nights, weekends, and holidays

Education

High school diploma or equivalent required
Associate degree or technical training in IT or related field preferred

Experience

0-2 years of experience in a NOC, Help Desk, or IT support environment preferred
Familiarity with monitoring tools (e.g., ScienceLogic, SolarWinds) is a plus but not required
Experience with ITSM platforms (e.g., ServiceNow) preferred

Certifications (Preferred)

CompTIA Network+ and/or Security+ (or willingness to obtain)
ITIL Foundation certification (or willingness to obtain within 6 months)

Basic understanding of networking concepts (TCP/IP, DNS, DHCP, WAN/LAN)
Basic understanding of Windows and Linux server management
Strong problem-solving and analytical skills
Ability to follow documented processes and procedures
Effective verbal and written communication skills
Ability to prioritize tasks in a fast-paced environment
Attention to detail and strong organizational skills
Ability to work independently and as part of a team

24x7 operations center environment
Shift-based work schedule
Occasional high-pressure situations requiring rapid response

Timely and accurate incident response and escalation
High-quality ticket documentation
Adherence to SLAs and operational procedures
Strong collaboration with internal support teams