NOC Technician

Convergence Networks • Milwaukie, OR

1d • Hybrid

About The Position

Convergence Networks is a leading managed service and managed security provider in North America, focused on helping clients use technology strategically and protect their businesses. The NOC Technician (Monitoring & Alert Response) is a crucial frontline technical role responsible for the immediate management, triage, and resolution of alerts across client environments. This role ensures the stability and performance of client infrastructure by responding promptly to system-generated alerts. The ideal candidate possesses strong troubleshooting skills, a customer service focus, and a disciplined approach to managing numerous incidents.

Requirements

• 1–3 years of experience in IT operations, Service Desk, or a NOC environment.
• Hands-on experience with Remote Monitoring and Management (RMM) tools (e.g., NinjaRMM) and Network Monitoring tools (e.g., Auvik).
• Strong foundation in server administration (Windows/Linux) and network fundamentals (TCP/IP, routing, switching).
• Proven troubleshooting and problem-solving skills across diverse IT infrastructure.
• Ability to prioritize and manage multiple simultaneous high-priority alerts in a fast-paced environment.
• Excellent written and verbal communication skills for effective client and vendor interaction.

Nice To Haves

• Experience with advanced configuration and tuning of monitoring tools to reduce noise and improve alert fidelity.
• Relevant industry certifications (e.g., CompTIA A+, Network+, Server+, or vendor-specific certifications).
• Familiarity with virtualization platforms (VMware, Hyper-V) and their common alerting signals.
• Experience in a Managed Service Provider (MSP) environment.

Responsibilities

• Triage and respond to alerts from monitoring platforms (e.g., NinjaRMM, Auvik) for issues like low disk space, offline devices, and hardware failures.
• Investigate and troubleshoot infrastructure alerts across server, network, and endpoint devices using a methodical approach to diagnose root causes.
• Communicate proactively with clients and their points of contact regarding ongoing incidents, gathering necessary information, and coordinating maintenance or resolution steps.
• Collaborate and escalate with ISPs, hardware vendors, and internal Service Desk staff to resolve complex or high-priority issues promptly.
• Document all alert activities, troubleshooting steps, communications, and resolutions accurately within internal ticketing and documentation systems.
• Perform remediation steps such as clearing disk space, restarting services, or escalating to appropriate internal teams for advanced support.
• Maintain operational excellence by adhering to Standard Operating Procedures (SOPs) for alert handling and service restoration.

Benefits

• Competitive health benefits (medical, dental, vision)
• Retirement (401k) plans
• Emphasis on personal and professional development with training and certification support
• Regular feedback, growth conversations, and internal development opportunities
• Vibrant company culture with team-building events and inclusive activities involving families

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed