Noc Technician

Summary

Join Sourcepass, a leading IT consulting company, as a NOC Technician and play a vital role in ensuring customer success by delivering world-class IT services. You will be responsible for monitoring and maintaining IT systems, resolving alerts, managing tickets, and collaborating with internal teams and customers. This position requires strong technical proficiency, exceptional troubleshooting skills, and a detail-oriented approach. The company offers support for industry certifications and a collaborative team environment. Sourcepass is a rapidly growing company with a history of success and numerous awards.

Requirements

• PSA/RMM Tools: CW Manage PSA, CW RMM
• Backup Solutions: Acronis, Datto Backups
• Networking Equipment: Meraki Switches, Cisco, SonicWall, Fortinet, HP Appliances, Ruckus
• Desktop/Server OS: Windows, MAC, Linux
• Hypervisor: VMware, Microsoft Hyper-V
• Industry best practices for monitoring and maintaining IT systems
• Strong technical proficiency with monitoring and resolution tools
• Exceptional troubleshooting and problem-solving skills
• Highly detail-oriented and organized
• Proven ability to manage multiple priorities and follow through to completion
• Collaborative team player with a focus on delivering exceptional service

Responsibilities

• Maintain antivirus deployments and ensure updates are validated
• Perform endpoint software upgrades and resolve failed Windows updates
• Schedule server reboots and manage installations of missing feature updates
• Deploy, configure, and troubleshoot backup agents and policies
• Conduct file recoveries and full system restorations
• Oversee DNS filtering and LogMeIn maintenance
• Continuously monitor alert systems and respond to new tickets in a timely manner
• Perform initial assessments to determine alert severity and potential impacts
• Attempt first-touch resolutions using documented procedures
• Accurately document troubleshooting steps and observations in the ticketing system
• Review, prioritize, and complete assigned tickets
• Proactively address unassigned tickets within your skillset
• Ensure all timesheets are completed daily and submitted weekly
• Engage with internal teams and customers to gather necessary information and provide updates
• Escalate complex issues to specialized teams with complete documentation
• Follow up on escalated tickets to ensure timely resolutions
• Provide feedback to enhance processes and resolution procedures
• Contribute to the knowledge base with troubleshooting steps and solutions
• Participate in training and development to stay current with industry tools and best practices
• Adhere to company policies for ticket handling and escalation
• Generate and analyze performance metrics for alert and ticket management

Preferred Qualifications

Motivated to earn industry certifications (with company support)