Associate Technician - IT Networks

Title: Associate Technician - IT Networks 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.

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