Position Overview
We are seeking a highly motivated and detail-oriented NOC Administrator to join our Network Operations Center team. This individual will be responsible for monitoring, triaging, and escalating alerts related to network and systems infrastructure. The NOC Administrator will serve as the first line of defense to ensure issues are quickly identified, properly categorized, and either resolved or escalated to the appropriate engineering team.
Key Responsibilities
- Monitor ServiceNow queues for incoming alerts, incidents, and requests.
- Triage network and systems alerts to determine severity, impact, and urgency.
- Perform initial troubleshooting and resolve issues where possible following standard operating procedures (SOPs).
- Escalate unresolved or critical issues to the appropriate technical team (network, systems, security, etc.) with clear and accurate documentation.
- Ensure accurate and timely updates of incident tickets, including root cause notes and resolution steps when available.
- Maintain situational awareness of network and system health, reporting trends and recurring issues.
- Follow escalation protocols, ensuring SLAs and customer expectations are consistently met.
- Collaborate with internal teams to refine monitoring thresholds, workflows, and response processes.
- Participate in shift hand-offs, providing thorough documentation and communication of ongoing incidents.
Qualifications
Required:
- 1–3 years of experience in IT support, NOC, or systems/network operations role.
- Familiarity with ServiceNow or similar ITSM ticketing platforms.
- Basic knowledge of networking concepts (TCP/IP, DNS, firewalls, VPN, routing, switching).
- Basic knowledge of systems administration (Windows/Linux servers, Active Directory, virtualization).
- Strong troubleshooting, documentation, and communication skills.
- Ability to multitask in a high-volume, fast-paced operations environment.
- Availability to work rotating shifts, including nights, weekends, or holidays as required.
Preferred
- Experience with monitoring tools (e.g., Logic Monitor, Nagios, Zabbix, Datadog, etc.).
- Exposure to cloud platforms (Azure, AWS).
- ITIL Foundation certification or familiarity with ITIL processes.
Soft Skills
- Strong attention to detail with a proactive mindset.
- Excellent problem-solving and analytical skills.
- Effective written and verbal communication.
- Ready to work in rotational shifts including night shift.
- Ability to work independently and as part of a collaborative team.
- Calm under pressure, with strong prioritization skills.
At Netrio, our people are at the heart of everything we do. Guided by our core values—Empathy, Partnership, Integrity, Accountability, and Innovation—we foster a culture where collaboration and trust drive real impact. We believe in listening first, delivering on our promises, and pushing the boundaries of what's possible with technology. If you're passionate about making a difference and want to be part of a team that grows together and leads with purpose, we invite you to explore our open opportunities and join us on our mission.
