Job Title: NOC Technician Role:

Function/
Pay Grade:
Discipline:
Reports to (Title):
Job Summary
Monitor, maintain and provide level 1 troubleshooting of problems with network infrastructure, including
servers, firewalls, routers, switches and other on-premise equipment globally, in a timely and efficient
manner to ensure high uptime rate for all systems.
Job Functions % Time

Key Job Responsibilities

 Provide 24x7 support including weekends and holidays

 Work with the management console and other NOC related tools and monitoring
applications
 Monitor and perform basic diagnostics, as well as provide level 1 troubleshooting of server,
network, operating systems and other systems or software and escalate issues as needed
 Immediately respond to system events with level 1 support, escalating as needed, to next
level resources in cases of priority 1 or 2 events, following the current ITSM process
 Check maintenance job reports and alerts for device health
 Communicate with internal groups to report or resolve network or system related issues
 Document incidents and incidents’ status using the current ITSM systems and database
tools
 Prepare for and support emergency action planning and preparation activities for a variety
of scenarios, such as vast network changes, DRP/BCP related network changes, etc.
Other Related Duties
 Perform other duties as assigned by the management team
 Operate within existing company systems policies and procedures related to users, system environments,
directories, and security

Job Requirements
Minimum Education and Experience:
 Bachelor’s Degree or equivalent work experience desired
 Previous Service Desk/NOC related work experience of at least 1 year required.
 Cisco Certified Network Associate (CCNA), Microsoft Certified Solutions Expert (MCSE),
CompTIA A+ or Network+, or any related certification preferred
Knowledge, Skills and Abilities:
 Excellent personal computer skills including desktop computing systems hardware and software.
 Intermediate understanding of server, networks, storage, applications and scripting
 Knowledge of TCP/IP and other internet protocols as well as tools such as ping and traceroute is required
 Familiarity with analysis, diagnostics and troubleshooting of VoIP technologies, IP NAT, firewall, MPLS,
VPLS, VPN, VPRN, IP SEC
 Strong investigation and problem-solving skills.
  Ability to maintain the highest level of confidentiality.
 Excellent interpersonal, written, and oral communication skills.
 Ability to work in a team fostered environment.
 Ability to prioritize and organize work in a multi-tasked environment.
 Ability to adapt to a flexible schedule.

Work Environment:
Office environment
Physical Demands:
 Ability to lift and/or move 20 pounds with or without accommodation.
 Ability to work on call shifts as needed

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