Network Operations Center Tech - Weekends

IP Pathways•Kansas City, MO

About The Position

IP Pathways is hiring a Network Operations Center (NOC) Technician to support the stability, security, and performance of clients’ network and system environments. The 24/7 NOC proactively monitors network health, detects anomalies, and troubleshoots, escalates, or remediates support incidents, often identified through monitoring and management tools. The role also answers client calls during after-hours periods and escalates issues to other engineering teams through on-call procedures when necessary. The primary schedule is 5 p.m.–5 a.m. Saturday and Sunday, and 9 p.m.–5 a.m. Thursday and Friday. Employees 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. The technician provides multi-client support for network security, firewall, routing, switching, server, productivity application, operating system, directory service, and end-user issues. The role also supports network and systems monitoring, cloud and data center operations, incident and service-request management, and service-level compliance. Work includes collaborating with engineering, data center operations, and vendors; documenting and processing service and change requests; and carrying out data center inspections, maintenance, and security procedures.

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.
Strong technical knowledge of various systems, software, and hardware, including troubleshooting and setup, and experience using RMM and other dashboard tools.
Highly developed customer service skills.
Ability to communicate effectively, verbally and in writing, with a broad range of people at all levels.
Resourcefulness, self-direction, and 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.
Willingness and ability to work the stated primary schedule and 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 is preferred, such as MCSE, CCNP, or MCITP.
Experience in an MSP setting is ideal.

Responsibilities

Troubleshoot and resolve assigned client support requests involving network security, firewalls, Internet access, VPN, DNS, switching, routing, wireless access, servers, data and voice circuit performance, enterprise productivity applications, server operating systems, directory services, and complex end-user issues.
Address network and systems alerts and alarms and use remote monitoring and management tools to support network and system health proactively.
Support cloud and data center operations, 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 facility rounds, maintenance protocols, check-in and escort procedures, and security compliance tasks.
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 protocols.
Process service and change requests, completing required documentation for new users, terminated users, and departmental or organizational changes.
Deliver support services in accordance with defined Service Level Agreements (SLAs).
Answer client calls during after-hours periods and escalate issues to other engineering teams through on-call procedures as needed.