NOC technician - tier 3
Distro•Denver, CO
•$845 - $900•Onsite
About The Position
Ensure 24/7 availability and performance of network infrastructure through monitoring, incident response, escalation management, and technical support while maintaining SLAs and collaborating with cross-functional teams.
Requirements
- TCP/IP, routing protocols, VLANs, QoS
- Cisco, Ruckus, Aruba/HP, Meraki routers, switches, and wireless controllers
- Firewalls (Cisco ASA, Fortinet, Watchguard)
- Monitoring tools (SolarWinds, PRTG, Nagios, Zabbix, Cosmos)
- Wireshark, tcpdump, packet analysis; VPN, SD-WAN, load balancers wired (ethernet and fiber) and wireless networking
- Property Management Systems (PMS) and hospitality technology (preferred) Soft Skills: Strong communication and problem-solving abilities calm under pressure during critical incidents team collaboration and mentoring skills; time management and prioritization
Responsibilities
- Network Monitoring & Performance:
- Monitor infrastructure using SolarWinds, PRTG, Nagios, Zabbix, and proprietary systems like Cosmos
- Analyze performance trends, bandwidth, latency, packet loss, and KPIs
- Maintain monitoring thresholds, alert policies, and SLA metrics
- Incident & Problem Management:
- Respond to alerts and outages within SLA timeframes
- Perform triage, diagnosis, and manage incident lifecycle
- Conduct root cause analysis and document lessons learned
- Track trends and recommend preventive measures
- Escalation Management:
- Serve as primary escalation point for Tier 1 and Tier 2 support teams
- Escalate complex issues to Tier 4 engineers and specialized teams
- Coordinate vendor support and facilitate bridge calls during major incidents
- Manage communication between technical teams, management, and stakeholders
- Network Operations & Maintenance:
- Execute firmware updates, patches, and configuration changes
- Configure routers, switches, firewalls, load balancers, and wireless controllers
- Implement VLANs, access control policies, and VPN connections
- Perform change management and maintenance window activities
- Troubleshooting & Support:
- Resolve issues across LAN, WAN, MPLS, SD-WAN, and wireless networks
- Troubleshoot routing/switching protocols including BGP, OSPF, EIGRP, STP
- Analyze traffic using Wireshark and tcpdump
- Address DNS, DHCP, firewall, NAT, and VoIP issues
- Manage SSID requests, conference issues, and other special requests
- Field Technician Coordination & Dispatch:
- Coordinate with field technicians and manage tech dispatches
- Troubleshoot Property Management System (PMS) connectivity issues
- Conduct WiFi site surveys, coverage analysis, and wireless optimization
- Support 3rd party vendor troubleshooting including video, VoIP, and Conference Room Technology
- Manage on-site troubleshooting activities and vendor escalations
- Documentation & Collaboration:
- Maintain network documentation, topology diagrams, and SOPs
- Create post-incident and root cause analysis reports
- Participate in capacity planning and continuous improvement initiatives
- Collaborate with Engineering, logistics, equipment providers, and third-party vendors for integrating new equipment and technologies
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
