Network Operations Center Tech - Overnights

IP Pathways•Kansas City, MO

About The Position

IP Pathways is hiring a Network Operations Center (NOC) Technician to help maintain the stability, security, and performance of clients’ network and system environments. The NOC operates around the clock and proactively monitors network health, detects anomalies, and takes action to prevent or resolve problems. The technician troubleshoots, escalates, and remediates network and system support incidents, often identified through monitoring tools, and answers client calls during the organization’s after-hours period. Issues may be escalated to other engineering teams through established on-call procedures. The primary schedule is 5 p.m. to 1 a.m., Monday through 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 role supports multiple clients across network security, firewalls, switching and routing, servers, enterprise productivity applications, operating systems, directory services, and end-user issues. It also supports cloud and data center operations, including backup and collaboration platforms, virtual servers, cloud hosting, DNS administration, colocation equipment inspections, and facility procedures. The technician logs and diagnoses incidents and requests, works with engineers, data center operations, and vendors, processes service and change requests, and delivers support in accordance with service-level agreements.

Requirements

At least one year of experience in IT support, help desk functions, or a related technical role.
Basic understanding of networking and troubleshooting.
Strong technical knowledge of systems, software, and hardware, including troubleshooting and setup, 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, initiative, and ability to work 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.
Willingness and ability to work the stated overnight schedule and alternate days, including holidays and weekends, up to 5% of the time.

Nice To Haves

A degree in a technical field is strongly preferred but not required.
Experience in an MSP setting is ideal.
Engineer-level or vendor certification preferred, such as MCSE, CCNP, or MCITP.
Ability to quickly learn new technical concepts and skills.

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 end-user issues.
Address network and systems alerts and alarms using remote monitoring and management tools to support network and system health.
Support cloud and data center operations, including offsite backup, anti-spam and anti-virus services, collaboration platforms, virtual servers, cloud hosting, and DNS administration.
Perform colocation equipment inspections and Smart Hands services, data center inspections, maintenance protocols, facility rounds, 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 alignment with defined Service Level Agreements.
Answer client calls during the organization’s after-hours period and escalate issues to engineering teams through on-call procedures when necessary.
Work alternate days, including holidays and weekends, up to 5% of the time to cover colleagues’ PTO.