NOC TECHNICIAN MSP

Distro•Denver, CO

1d•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
Strong communication and problem-solving abilities
Calm under pressure during critical incidents
Team collaboration and mentoring skills
Time management and prioritization

Nice To Haves

Property Management Systems (PMS) and hospitality technology experience preferred

Responsibilities

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
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
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
Execute firmware updates, patches, and configuration changes
Configure routers, switches, firewalls, load balancers, wireless controllers
Implement VLANs, access control policies, and VPN connections
Perform change management and maintenance window activities
Resolve issues across LAN, WAN, MPLS, SD-WAN, wireless networks
Troubleshoot routing/switching (BGP, OSPF, EIGRP, STP)
Analyze traffic using Wireshark, tcpdump
Address DNS, DHCP, firewall, NAT, and VoIP issues
Handle SSID requests, conference issues, and other special requests
Work with field technicians and coordinate tech dispatches for PMS troubleshooting and connectivity issues
Conduct WiFi site surveys, coverage analysis, and wireless optimization
Support 3rd party vendor troubleshooting including video, VoIP, Conference Room Technology
Coordinate on-site troubleshooting activities and vendor escalations
Maintain network documentation, topology diagrams, SOPs
Create post-incident and Root Cause Analysis reports
Participate in capacity planning and continuous improvement initiatives
Work closely with Engineering, logistics, equipment, and third-party vendors integrating new equipment and technologies