Position Overview 

The NOC Technician serves as the first line of support within the Global Network Operations Center. This role focuses on 24/7 system monitoring, alert triage, incident documentation, and escalation to ensure the stability and availability of enterprise IT infrastructure. 

The technician is responsible for identifying issues, performing initial troubleshooting, and coordinating with internal support teams for resolution. This position requires strong attention to detail, effective communication skills, and the ability to work in a fast-paced operational environment. 

Key Responsibilities 

Monitoring & Alert Management 

• Monitor network, systems, applications, and environmental alerts using enterprise monitoring tools 
• Identify, acknowledge, and perform initial triage of alerts in a timely manner 
• Escalate incidents to appropriate support teams based on defined procedures 

Incident & Ticket Management 

• Create, update, and manage incident tickets in the IT service management (ITSM) system 
• Ensure all tickets contain accurate, detailed, and timely documentation 
• Track incidents through resolution and follow up as needed 
• Support major incident coordination, including internal updates and stakeholder communication 

Initial Troubleshooting 

• Perform basic troubleshooting of network, server, and application issues using documented procedures 
• Gather relevant diagnostic information before escalation 
• Apply standard operating procedures (SOPs) and knowledge base articles 

Communication & Coordination 

• Serve as a primary point of contact for incident status updates 
• Communicate clearly and professionally with internal teams and stakeholders 
• Provide timely updates on incident progress and resolution 

Escalation Management 

• Escalate incidents based on severity, impact, and defined service level agreements (SLAs) 
• Coordinate with Tier 2/3 teams to ensure efficient resolution 

Operational Support 

• Follow established processes for change management and maintenance activities 
• Monitor system health and report anomalies or recurring issues 
• Assist with routine operational checks and tasks 

Shift Coverage 

• Participate in a 24/7 rotating shift schedule, including nights, weekends, and holidays 

Qualifications 

Education 

• High school diploma or equivalent required 
• Associate degree or technical training in IT or related field preferred 

Experience 

• 0–2 years of experience in a NOC, Help Desk, or IT support environment preferred 
• Familiarity with monitoring tools (e.g., ScienceLogic, SolarWinds) is a plus but not required 
• Experience with ITSM platforms (e.g., ServiceNow) preferred 

Certifications (Preferred) 

• CompTIA Network+ and/or Security+ (or willingness to obtain) 
• ITIL Foundation certification (or willingness to obtain within 6 months) 

Skills & Competencies 

• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, WAN/LAN)  
• Basic understanding of Windows and Linux server management 
• Strong problem-solving and analytical skills  
• Ability to follow documented processes and procedures  
• Effective verbal and written communication skills  
• Ability to prioritize tasks in a fast-paced environment  
• Attention to detail and strong organizational skills  
• Ability to work independently and as part of a team 

Work Environment 

• 24x7 operations center environment  
• Shift-based work schedule  
• Occasional high-pressure situations requiring rapid response 

Success Factors 

• Timely and accurate incident response and escalation  
• High-quality ticket documentation  
• Adherence to SLAs and operational procedures  
• Strong collaboration with internal support teams