Level 1 Network Operation Center (NOC) Technician

This is a remote position.

SUMMARY

The Level 1 Network Operation Center (NOC) Technician is responsible for delivering remote technical support and service for Managed IT clients. This role encompasses the management and maintenance of all technology assets at client locations, including—but not limited to—workstations, servers, printers, networking hardware, and specialized vendor software and equipment. The technician ensures system uptime, security, and optimal performance while delivering timely and professional support to clients.

JOB RESPONSIBILITIES

• Provide technical support for Microsoft core business applications, including Microsoft Office Suite and Office 365
• Deliver support services for Microsoft-related technologies including Windows 10/11 and Windows Server operating system
• Troubleshoot and maintain network infrastructure, including firewalls, switches and wireless network components
• Provision or decommissioning user accounts in accordance with relevant client instructions
• Provision, install and configure hardware and software for end-user workstations
• Support and implement remote access solutions such as VPNs, Terminal Servers, Remote Desktop Services (RDP) and Azure Virtual Desktops (AVDs)
• Communicate effectively with clients, keeping them informed on the status and resolution of their technical issues
• Maintain high levels of customer service, satisfaction and perception
• Work collaboratively with a team to meet service delivery goals
• Escalate issues that cannot be resolved within the associated service level agreements (SLAs)
• Utilize ConnectWise ticketing system to document and track resolution of technical issues, ensuring accurate and timely updates to clients
• Diagnose and resolve issues utilizing Remote Monitoring and Management (RMM) and network monitoring tools
• Ensure all documentation is properly created and kept up to date in the IT Glue knowledge base

Requirements

QUALIFICATIONS

• Minimum of 3 years resolving end-user IT issues across hardware, software, and network environments.
• Experience with Domain Name System (DNS), Dynamic Host Control Protocol (DHCP) and Active Directory
• Working knowledge of VMware, networking principles, and firewall configuration/management
• Excellent problem-solving skills with the ability to diagnose and resolve issues promptly
• Capable of independently identifying and implementing solutions, with sound judgment on when to escalate
• Able to multi-task effectively and adjust priorities in a dynamic, fast-paced environment
• Strong awareness of core IT services and how they support organizational goals
• Understanding of IT support tools, methodologies, and technology stacks used to deliver services

Certifications

• CompTIA A+ (required)
• CompTIA Network + (required)
• CompTIA Security +
• Cisco Certified Support Technician
• Microsoft Certified: Azure Fundamentals (required)
• Microsoft Certified: Microsoft 365 Certified Fundamentals (required)

JOB REQUIREMENTS