NOC Technician

The NOC Technician (Monitoring & Alert Response) is a critical frontline technical position focused on the immediate management, triage, and resolution of alerts across our client environments. This role is responsible for ensuring the stability and performance of client infrastructure by promptly responding to system-generated alerts. The ideal candidate has excellent troubleshooting skills, a strong customer service focus, and a disciplined approach to managing a high volume of incidents. WHAT DOES OUR NOC Technician DO?

• Triage and Respond to a wide range of incoming alerts from monitoring platforms (e.g., NinjaRMM, Auvik) for issues such as low disk space, offline device, and hardware failures
• Investigate and Troubleshoot infrastructure alerts across server, network, and endpoint devices using a methodical approach to diagnose the root cause.
• Communicate Proactively with clients and their points of contact to inform them of ongoing incidents, gather necessary information, and coordinate maintenance or resolution steps.
• Collaborate and Escalate with ISPs, hardware vendors, and internal Service Desk staff to achieve timely resolution of complex or high-priority issues
• Document all alert activities, troubleshooting steps, communications, and final resolutions accurately within internal ticketing and documentation systems.
• Perform Remediation steps such as clearing disk space, restarting services, or escalating to the appropriate internal teams for advanced support.
• Maintain Operational Excellence by adhering to defined Standard Operating Procedures (SOPs) for alert handling and service restoration., * Standard office setting with a mix of sitting, standing, and computer work; occasional lifting or carrying of equipment for onsite engagements may be needed.
• Frequent interaction via meetings, phone calls, email, and occasional client site visits.

WHY SHOULD YOU WORK HERE?

• Competitive health benefits (medical, dental, vision) and retirement (401k) plans.
• Emphasis on personal and professional development with training and certification support.
• Regular feedback, growth conversations, and internal development opportunities.
• Vibrant company culture with team-building events and inclusive activities involving families.

• 1-3 years of experience in IT operations, Service Desk, or a NOC environment.
• Hands-on experience with Remote Monitoring and Management (RMM) tools (e.g., NinjaRMM) and Network Monitoring tools (e.g., Auvik).
• Strong foundation in server administration (Windows/Linux) and network fundamentals (TCP/IP, routing, switching).
• Proven troubleshooting and problem-solving skills across diverse IT infrastructure.
• Ability to prioritize and manage multiple simultaneous high-priority alerts in a fast-paced environment.
• Excellent written and verbal communication skills for effective client and vendor interaction., * Experience with advanced configuration and tuning of monitoring tools to reduce noise and improve alert fidelity.
• Relevant industry certifications (e.g., CompTIA A+, Network+, Server+, or vendor-specific certifications).
• Familiarity with virtualization platforms (VMware, Hyper-V) and their common alerting signals.
• Experience in a Managed Service Provider (MSP) environment.

3.1 1305 South Washington Avenue, Lansing, MI 48910 $18 - $22 an hour

Convergence Networks is one of North America’s leading managed service and managed security providers. We are a service company focused on helping clients leverage technology as a strategic tool and proactively protecting their business. We are fueled by providing outstanding service and sharing our passion for innovative technology as part of our integrated solutions.