NOC Technician - Tier 1

At Net Friends, our aim is to deliver an amazing, seamless experience to our customers, and we do this by hiring great people who are friendly, energetic, and passionate about their work; this enables our clients to receive the best in technological consultation and implementation, and most importantly, customer service. We constantly strive to preserve and improve our existing company culture, which allows our team members to have an enviable work/life balance.

Join us!

You’ll serve as an integral member of our Operations team to support customers in and around the Raleigh‑Durham metro area. This role is based out of our headquarters in Durham, NC. Travel to customer locations in surrounding counties will be required. This position has an annual salary range of $55,000 - $65,000.

As a Tier 1 NOC Technician, you’ll provide support for a diverse group of customers in the greater Raleigh‑Durham area. Primary duties will include:

• Support the Network Operations team with hands‑on assistance and deployment of network equipment at customer locations
• Constant monitoring and review of tools and systems under your team’s management
• Performing investigation into alerts, notifications, and conditions impacting tools or systems under your team’s management
• Providing initial triage and troubleshooting for incidents and requests; escalating or dispatching as needed
• Assist with hardware deployment projects, including staging, installation, and configuration of equipment
• Support rollout coordination and inventory management to ensure timely deployments
• Maintaining and managing internal tools and systems
• Handling all aspects of customer communications and engagements

We seek a well‑rounded technician who is familiar with networking fundamentals, networking hardware, common operating systems, and Linux environments (preferred). This person should be comfortable with incident/alert handling and have strong troubleshooting, documentation, and communication skills. Must be able to work confidently and independently (within our team structure) to provide technical support to all levels of client personnel in a wide variety of environments.

• Two‑year IT focused college or program certificate; three years related network IT support experience; or equivalent combination of education and experience.

• Fundamental understanding of IT networking principles
• Experience with server racks / datacenter environments
• Comfort using tools to mount equipment in various environments
• Experience with in infrastructure monitoring/alerting tools
• Familiarity with deployment and management of networking solutions
• Experience with managing network firmware updates
• Familiarity with one or more of the following:
  Palo Alto, Forti Gate, Aruba, Unifi, Meraki, Cisco, Sonic Wall

• A+, Network+, equivalent or higher certification (CCNA, PCNSA, and etc.)
• Proficiency with common Microsoft tools (Azure AD, Microsoft Endpoint Manager, Windows Autopilot, Microsoft 365)
• Experience managing common hypervisors (VMware, Hyper‑V)
• Linux experience or certifications
• Familiarity with Aruba Networks and Palo Alto Networks equipment/management
• Preferred experience deploying networking hardware
• Network troubleshooting knowledge in switching, routing, VLANs, wireless network management, and network security

• Professional presentation with an approachable personality
• Superior customer support
• Professional spoken and written communication skills, including correct usage of punctuation and grammar
• The ability to estimate task duration and accurately track time

• We are an equal opportunity employer.
• We offer a comprehensive benefit package including three medical options:
  Base, Buy‑up and HDHP w/HSA (Base Plan is free for employee‑only as is Dental and Vision).
• Company paid Life/AD&D, STD and LTD.
• 401K plan with Match, plus generous paid days off, sick leave, and paid holidays
• Monthly phone and internet stipend.
• We believe in an open, collaborative environment that encourages you to learn, grow and succeed.
• We believe in work‑life balance.