Tier 1 NOC Technician

Netranom•Hurricane, WV

2d•Hybrid

About The Position

Netranom is hiring a Tier 1 NOC Technician to provide first-line technical support and incident triage for end users and managed environments. This role focuses on resolving common access, email, collaboration, and workstation issues; executing standard user onboarding workflows; and handling initial response for connectivity incidents and low-severity alerts.

Requirements

1–2 years of experience in technical support, service desk, NOC operations, or equivalent hands-on experience
Strong customer service mindset and clear written/verbal communication
Comfortable following checklists/runbooks, prioritizing work, and escalating appropriately
Working knowledge of troubleshooting fundamentals related to user access (passwords, MFA, basic permissions concepts)
Working knowledge of troubleshooting fundamentals related to email and collaboration tools (sign-in/sync and basic meeting A/V)
Working knowledge of troubleshooting fundamentals related to basic endpoint, printing, and peripheral issues
Working knowledge of troubleshooting fundamentals related to VPN/connectivity basics
Must pass a background check
Must have a clean driving record

Responsibilities

Provide first-line technical support and incident triage for end users and managed environments.
Resolve common access, email, collaboration, and workstation issues.
Execute standard user onboarding workflows.
Handle initial response for connectivity incidents and low-severity alerts.
Perform end user verification.
Handle password resets, account unlocks, and account creations.
Set up and troubleshoot MFA/tokens.
Perform basic permissions checks and access request submissions.
Update standard distribution list memberships.
Handle shared mailbox access requests.
Troubleshoot basic email sign-in and sync issues.
Troubleshoot basic audio/video for meetings and calls.
Assist with common login issues and provide end-user “how-to” guidance.
Address basic OS issues and simple device setup.
Configure printer mapping, queue selection, and default printer settings.
Provide basic support for peripherals (e.g., keyboards, mice, headsets, docks).
Install/upgrade approved applications using established approval workflows.
Review and respond to low-severity alerts following documented procedures and escalation criteria.
Initiate and manage internet outage tickets, including service provider calls and basic outage coordination.
Apply known VPN fixes and escalate complex or non-standard cases.
Onboard new users using standard workflows and checklists.
Process equipment requests/status checks by referencing the appropriate internal owner/process and closing tickets with clear notes.
Maintain clear ticket documentation (steps taken, results, and next actions).
Shadow Tier 2 technicians when Tier 1 volume is low to build technical skills.