NOC Technician | Incident Response Pro

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IT Services Full Time Glen Burnie, MD, US

30+ days ago Requisition

Salary Range: $22.00 To $28.00 Hourly

We're seeking a detail-oriented and customer-focused IT professional who thrives in fast-paced, mission-critical environments with a passion for both technology and customer service. Our ideal NOC Technician is a technically curious problem-solver who can balance hands-on troubleshooting with proactive monitoring, maintain composure during critical incidents, and communicate effectively with both technical and non-technical audiences. You'll be a vital part of our 24/7 NOC operations, ensuring network reliability while continuously developing your technical expertise.

What Makes You Successful:

• Ownership Mentality — You take full accountability for your tickets and incidents from start to finish
• Drive for Results — You consistently meet SLAs and resolution targets under pressure
• Continuous Learner — You actively seek to expand your technical and professional capabilities
• Detail-Oriented — You catch what others miss and ensure nothing falls through the cracks
• Perseverance — You follow complex issues through to complete resolution
• Service-Focused — You understand that behind every ticket is a customer depending on our reliability

You can expect to spend your time accomplishing the following:

• 30% of the time on Objective 1:
  Event Management
• 25% of the time on Objective 2:
  Case Management
• 25% of the time on Objective 3:
  Incident and Request Response
• 15% of the time on Objective 4:
  Operational Management
• 5% of the time on Objective 6:
  Research and Independent Study

Job Responsibilities - What to Expect

• Diligently evaluate incoming cases, incidents, problems, and requests to assess their impact and urgency and ensure they are worked on accordingly.
• Consistently communicate with customers through the case management system/phone calls to discuss status updates in a timely and accurate manner.
• Regularly document calls from customers and vendors in the ticketing system with all required information and assign/notify the proper teams.
• Proactively follow up on tickets to ensure timely updates are entered into the ticket and/or problem tickets are created, when necessary, as incidents and requests are completed.
• Promptly respond to all cases, events, incidents, and requests within the defined Service Level Agreement (SLA) targets.
• Urgently perform a thorough investigation and follow-up of events and cases, ensuring no missed outages.
• Effectively coordinate dispatches, including shadowing Dispatch to field locations for Break/Fix, working with the Field team for access procures, and Verifying sparing and equipment required.
• Confidently assist in process creation and refinement and help write standard operating procedures for repetitive tasks.
• Engage in continual professional growth in the networking field by pursuing vendor and technical certifications.
• Expand your skillset, leadership, and management through continual personal development. Specifically using skyline library, participation in skyline training, or additional methods.

Your Knowledge & Expertise

• Bachelor’s degree in computer science or engineering-related field (Preferred)
• 1-2 years of experience working in a Network Operations Center (NOC).
• 1-2 years of Customer Service experience.
• CCNA/JNCIA certifications (or the ability to get one within 90 days of employment) are required.
• General competency in networking principles and using ticketing systems such as Service Now.
• Working knowledge of network monitoring systems such as Orion.
• Familiarity with T1/Verizon Troubleshooting and repair.
• Strong Microsoft Office Skills
• Strong organizational, verbal, and written communication skills.

Working Conditions:

This is a shift-based position that requires 1-2 days of onsite work. Day (8am - 8pm) and Night (8pm - 8am) shifts are available.