NOC Technician

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.

Location and Work Expectations

• 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).

What you will be doing

• 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, Team members must establish a dedicated safe workspace that is free from distractions, hazards, and that is secure from unauthorized access. This includes following Ntiva’s IT User and Security Policies that include but are not limited to password-protecting all equipment, keeping confidential and proprietary documents secure, refraining from using public Wi-Fi, having adequate arrangements in place to avoid significant interruptions from caregiving responsibilities during work hours (except in emergency situations with manager approval). Any remote work away from a team member’s normal expected dedicated safe workspace must be requested by team member, is subject to review by management, and must adhere to Ntiva policies and procedures.

• 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

3.33.3 out of 5 stars McLean, VA 22102 Remote $46,000 - $60,000 a year, Pulled from the full job description

• Referral program
• Tuition reimbursement
• AD&D insurance
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off, 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 Referral Program - cash bonus for successful referrals!

• Dynamic Recognition and Rewards

• Clear Promotion and Advancement Tracks

• Work with Industry-Leading Talent

The base pay range for this position is expected to be between $46,000.00 and $60,000.00 per year. The base pay offered may vary depending on multiple non-discriminatory factors including, but not limited to, market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, and PTO. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.

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!