Network Operations Center Tech - Overnights

IP Pathways•Urbandale, IA

About The Position

IP Pathways is hiring a Network Operations Center Technician to help maintain the stability, security, and performance of client network and system environments. The NOC operates 24/7, proactively monitoring network health, identifying anomalies, and troubleshooting, escalating, or remediating incidents. The position also answers client calls during the organization’s after-hours period and escalates issues to engineering teams using on-call procedures when necessary. The primary schedule is 12 a.m. to 8 a.m., Monday through Friday. The technician must also be willing and able to work alternate days, including holidays, Saturdays, and Sundays, up to 5% of the time to cover colleagues’ PTO. Schedule flexibility is a key requirement.

Requirements

At least one year of experience in IT support, help desk functions, or a related technical role; experience in an MSP setting is ideal.
Basic understanding of networking and troubleshooting.
Technical knowledge of a variety of systems, software, and hardware, including troubleshooting and setup, using RMM and other dashboard tools.
Strong customer service skills.
Effective verbal and written communication with people at all levels.
Ability to learn new technical concepts and skills quickly.
Resourcefulness, self-direction, and the ability to work productively independently or collaboratively in a fast-paced environment with performance expectations and deadlines.
Inquisitiveness and eagerness to learn new technologies and apply concepts to real-world problems.
Must be authorized to work in the United States on a full-time basis.
Must be willing and able to work alternate days, including holidays, Saturdays, and Sundays, up to 5% of the time.

Nice To Haves

A degree in a technical field is strongly preferred but not required.
Engineer-level or vendor certification, such as MCSE, CCNP, or MCITP.
Experience in an MSP setting.

Responsibilities

Troubleshoot and resolve assigned client support requests involving network security and firewalls, Internet access, VPN, DNS, switching and routing, wireless access, server and data or voice circuit performance, enterprise productivity applications, server operating systems, directory services, and complex end-user issues.
Monitor network and systems health and address alerts and alarms using remote monitoring and management tools.
Support cloud and data center services, including offsite backup, anti-spam and anti-virus, collaboration platforms, virtual servers, cloud hosting, and DNS administration.
Perform colocation equipment inspections and Smart Hands services, data center inspections and rounds, maintenance protocols, check-in and escort procedures, and security compliance.
Log, categorize, prioritize, and diagnose incidents, alerts, and service requests.
Collaborate with engineers, data center operations, and vendors to resolve complex issues, support maintenance activities, and execute emergency response procedures.
Process service and change requests and complete required documentation for new users, terminated users, and departmental or organizational changes.
Deliver support services in alignment with defined Service Level Agreements.
Answer client calls during the organization's after-hours period and escalate issues to other engineering teams through on-call procedures as needed.