NOC Technician

Key details

• Monitor network infrastructure, systems, applications, and managed environments using network monitoring tools, responding to alerts in a timely manner
• Investigate and diagnose network incidents and outages, following troubleshooting procedures and escalation paths to restore service within SLAs
• Troubleshoot network, server, and infrastructure issues; identify root causes; and implement corrective actions while collaborating with internal teams and external vendors
• Monitor and respond to cybersecurity alerts, endpoint protection events, suspicious activity, and infrastructure vulnerabilities per security and incident response procedures
• Assist in proactive maintenance activities, including patch validation, backup verification, maintenance window activities, and system health reviews
• Identify recurring infrastructure issues and contribute to root cause analysis to reduce repeat incidents and improve service stability
• Assist in developing and maintaining automation processes, monitoring thresholds, alerting logic, and operational efficiencies
• Document incident details, troubleshooting steps, remediation efforts, and resolutions within the incident management system
• Create and maintain internal documentation, SOPs, and knowledge base articles
• Provide regular updates to internal teams, leadership, and clients regarding incident status and resolution timelines
• Participate in shift handoff processes and maintain transition documentation for 24/7 operational continuity
• Assist with implementation of network changes, updates, and configurations following change management procedures
• Monitor network performance and utilization trends, analyze data, and provide recommendations for optimization
• Collaborate with Service Desk, Engineering, Security, Client Success, and other teams for escalation management and issue resolution
• Proactively identify tickets or alerts at risk of SLA breach and escalate appropriately
• Participate in after-action reviews and continuous improvement initiatives
• Stay current with emerging technologies, cybersecurity trends, and industry best practices
• Adhere to company policies, security standards, HIPAA requirements, and change management processes
• Participate in after-hours, weekend, holiday, and on-call support rotations for 24/7 coverage
• Company mission
• Information not specified