Network Operations Center NOC Technician

Group Voyagers•Denver, CO

1d•Hybrid

About The Position

The Globus family of brands, with over 95 years in travel, creates culture-rich vacation experiences across more than 70 countries. The Technology department, comprising Business Analysis and Quality Assurance, Applications Development, Applications Support, and Engineering, is responsible for developing, maintaining, and optimizing the company’s technology platforms. This team ensures seamless global operations, drives software development and integrations, and supports localized IT needs, service delivery, business continuity, and compliance. The role of the NOC Technician is crucial for ensuring technology innovation aligns with business strategy and delivers seamless IT experiences while supporting global operations.

Requirements

Associate’s Degree in Computer Technology or similar field and two to four years related experience and/or training; or equivalent combination of education and experience.
Working with ITSM software, preferably ServiceNow.
Working in a similar position within the information technology field.
Troubleshooting in a multitenant environment.
Understanding and knowledge of Microsoft (Word, Excel, Visio, AD, etc.).
Ability to create technical documentation using flowcharts, data flow diagrams.
PC desktop administration.
Windows OS administration.
Basic Networking Knowledge.
Software installation and administration.

Responsibilities

Carry out monitoring operations for servers, network, and telecommunication connectivity in data centers and other organizations.
Monitor tickets within ServiceNow, providing support and escalating when needed.
Troubleshoot system issues by sorting out problems and making systems function properly.
Engage other IT teams for complex issues to ensure timely resolution.
Provide excellent customer service by resolving issues promptly.
Update clients, vendors, or third-party providers on event progress.
Work and update ticket queues within ServiceNow.
Focus on the highest levels of service and customer support.
Create and/or update Knowledge Base articles.
Resolve tickets in a timely manner in alignment with our service level agreements (SLAs).
Provide application and desktop support.
Track and maintain support events using ServiceNow (Incidents, Requests, Changes, etc).
Escalate tickets with internal and external teams.
Communicate updates when working on escalated/outage tickets.
Reboot systems/servers as needed.
Monitor infrastructure for degradation and security issues.