NOC Technician

NOC Technician

Are you looking for limitless career opportunities with a company that values growth, innovation, and teamwork? At Ntiva, we're more than a Managed Services Provider, we're a community dedicated to helping each other, our clients, and their businesses thrive both personally and professionally. Ntiva is a culture of people who are passionate about the work…and each other.

Our clients view us as an essential part of their teams, relying on us for strategic guidance, fast solutions to complex challenges, and proactive support. With strategic locations across the U.S. and leadership from our founder, Steven Freidkin, we're on the front lines of a fast-paced industry, facing cybersecurity threats and rapid technology changes together.

If you thrive in a dynamic, supportive environment and enjoy going above and beyond, we'd love to meet you. Come explore one of our many opportunities and grow with us!

As the NOC Technician you will respond and remediate issues on a day-to-day basis, by working with a team to ensure consistent delivery of services including connectivity, functionality, updates, and automation. You will work closely with the Operations team and provide valuable feedback to support the design, functionality, and workflows to maintain environment uptime and provide quick identification of issues.

This is a remote position; however, team members should be willing and able to travel if the need arises, though such travel is expected to be infrequent. Candidates with proximity to one of our Centers of Excellence are preferred (Lombard, IL; McLean, VA; Shreveport, LA; Overland Park, KS). 4 days on, 3 days off! Monday-Thursday, 4pm-3am EST (10-hour shifts).

Fully participate and collaborate as a member of the NOC team

Respond and remediate alerts as they are generated during your specified shift

Maintain KPI's related to response and availability

Provide clear and concise notes on tickets worked

Identify and escalate any issues with the alerting systems

Ensure all automated alerts and related cases are addressed according to Service Level Agreements (SLA)

Ability to troubleshoot and report on environment issues related to ISP, networks, servers, and hypervisors

You'll be successful in this role if you have experience in/with:

1 year of experience in the field of Information Technology

Great communication skills both spoken and written.

Strong troubleshooting and problem-solving capabilities.

Ability to work with users of varied positions to provide highly effective support and problem resolution skills.

Effective organizational and time management skills.

Ability to communicate and cooperate with various departments in-order to obtain information needed.

Good customer facing mannerisms and communication.

Ability to work under pressure, while maintaining a tactful and professional demeanor

Ability to operate independently while maintaining key performance numbers.

This role involves extended periods of sitting or standing and regular use of computers and office equipment.

NOTE:

This role is 24/7 shift based. The shift is documented in this posting and the working hours to be agreed upon with your manager prior to accepting the role

Job Performance Metrics:

Utilization and availability

Responsiveness

Total tickets resolved

Total tickets handled

Required language skills:

Ability to communicate professionally, in English, both written and orally

Ability to write business correspondence and process procedures

Ability to effectively present information and respond to questions from groups of managers, clients, and the general public

Benefits and Perks:

Medical, Dental and Vision coverage for employee and family

401k + company-matched contributions 4% match on 5% contribution - no vesting period! (Employee and Company contribute after 90 days)

Group Term Life and Accidental Death and Dismemberment coverage (company provided)

Short-Term (voluntary enrollment) and Long-Term Disability coverage (company provided)

Health Savings Account (HSA) Options / PPO Options

Employee Assistance Program

Paid Time Off (PTO) + Volunteer Time Off (VTO) + 8 Paid Holidays + 3 Floating Holidays

Education Reimbursement Program

Generous Employee…