NOC (Network Operations Center) Technician

Group Voyagers

2d•Hybrid

About The Position

Responsible for carrying out monitoring operations for servers, network and telecommunication connectivity in data centers and other organizations. Monitor tickets within ITSM Ticketing System (ServiceNow) providing support and escalating when needed. When a system encounters any snag, the NOC technician is responsible for troubleshooting by sorting out issues and making it function properly. Based on the level of complexity, the tech may be required to engage other teams within IT so that issue is addressed in a timely manner. NOC technicians should be able to provide excellent customer service by resolving issues promptly. They update the clients, vendors or third-party providers on events progress.

Requirements

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 365 (Word, Excel, Teams, 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

Work and update ticket queues within ITSM preferably ServiceNow
Focused 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 ITSM (Incidents, Requests, Changes, etc.)
Escalate tickets with internal and external teams
Communication updates when working on escalated/outage tickets
Reboot systems/servers as needed
Monitor infrastructure for degradation and security issues.