Network Operations Tech I

Role Overview

The Network Operations Technician (Tier 1) is responsible for monitoring, troubleshooting, and maintaining managed services platforms in accordance with established operational procedures and support standards. This role requires strong foundational technical knowledge, analytical problem-solving skills, and the ability to communicate clearly and professionally with both internal teams and customers.

The NOC Technician can independently triage and remediate routine alerts, perform basic infrastructure troubleshooting, and escalate more complex incidents appropriately. This role plays a critical part in maintaining customer uptime, performance, and operational stability across managed environments.

Role Focus

• Primary Objective: Monitor and support customer infrastructure environments while proactively identifying and resolving operational issues
• Approach: Technical, customer-focused, proactive, and operationally driven support engagement
• Core Skills: Alert triage, infrastructure troubleshooting, customer communication, and operational support
• Solution Profile: Managed infrastructure services, Windows Server administration, networking technologies, backup platforms, and endpoint support
• Success Metrics: Incident response times, ticket resolution quality, customer satisfaction, escalation accuracy, and operational uptime
• Challenges: Managing multiple alerts simultaneously, troubleshooting diverse customer environments, and balancing proactive maintenance with reactive support needs

Main Responsibilities

• Utilize and monitor various support tools to proactively identify and assist clients with outages, performance concerns, and operational issues
• Triage and remediate automated alerts from managed systems while escalating complex or high-impact issues to higher-tier support teams when required
• Install software, patches, and system updates on servers and workstations in accordance with change control procedures and operational standards
• Perform basic troubleshooting of WAN and edge technologies including direct internet circuits, MPLS, SD-WAN, firewalls, and routers
• Administer and troubleshoot backup platforms including job maintenance, restore requests, and backup configuration support
• Communicate clearly and professionally with internal teams and customers regarding ticket updates, issue status, and service progress
• Maintain accurate ticket documentation, troubleshooting steps, and operational records within ticketing systems and support platforms
• Support ongoing operational health and maintenance activities across customer environments
• Collaborate with engineering teams to ensure consistent service delivery and operational excellence