Network Operations Center Tech - Overnights

IP Pathways is a premier Managed Service Provider (MSP) delivering cutting-edge, proprietary IT solutions and unwavering customer service. Since 2007, we’ve empowered clients to move faster, innovate boldly, and gain a competitive edge by Guiding IT Forward™ with creativity, excellence, and client-centric innovation.

Our Network Operations Center (NOC) team is the frontline defense against network disruptions, ensuring the stability, security, and performance of our clients’ environments around the clock. Operating 24/7, the NOC proactively monitors network health, detects anomalies, and takes swift action to prevent or resolve issues.

As a NOC Technician, you will be responsible for troubleshooting, escalating, and/or remediating network and system support incidents, often identified through monitoring and management tools. In addition to proactive monitoring and problem resolution, this role includes answering client calls during the organization’s after-hours period, providing responsive and professional support when needed and escalating to other engineering teams through our on-call procedures as necessary.

• Primary Schedule - 5pm - 1am Monday - Friday
• Alternate Schedule - While the primary schedule is as stated above, candidates must be willing and able to work alternate days (including Holidays, Saturdays, Sundays) up to 5% of the time to cover for colleagues on PTO.
• Schedule flexibility is a key requirement for this position.

• Troubleshoot and resolve assigned client support requests, which may include:
  • Network security and firewall issues (Internet access, VPN, DNS)
  • Network switching/routing issues (wireless access)
  • Server performance issues (data/voice circuit performance)
  • Enterprise productivity applications (Microsoft Office, Exchange, O365)
  • Server-based OS support, directory services, and complex end-user issues

• Address network and systems alerts and alarms, including:
  • Utilize remote monitoring and management tools to proactively support network and system health

• Support cloud and data center operations, including:
  • Offsite backup, anti-spam/anti-virus, and collaboration platforms
  • Virtual servers, cloud hosting, and DNS administration
  • Equipment inspections and "Smart Hands" services for colocation
  • Data center inspections, maintenance protocols, and facility rounds
  • Data center check-in, escort procedures, and security compliance

• Log, categorize, prioritize, and diagnose incidents, alerts, and service requests.
• Collaborate with cross-functional teams including engineers, data center operations, and vendors to resolve complex issues, support maintenance activities, and execute emergency response protocols.
• Process service and change requests by completing required documentation in accordance with procedures for new users, terminated users, and departmental or organizational changes.
• Ensure all support services are delivered in alignment with defined Service Level Agreements (SLAs)

• Degree in a technical field strongly preferred, but not required
• Minimum of one year of experience in IT support, help desk functions, or a related technical role, ideally in an MSP setting.
• Engineer-level or Vendor certification preferred (i.e., MCSE, CCNP, MCITP)
• Basic understanding of networking/troubleshooting
• Tech-savvy with an ability to quickly learn new technical concepts and skills
• Highly developed customer service skill set
• Strong technical knowledge of various systems, software, and hardware (including troubleshooting and setup) using RMM and other dashboard tools
• Must be able to communicate…