NOC Technician

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee network infrastructure, systems, applications, and managed environments through network monitoring tools and systems, promptly responding to alerts and notifications.

• Investigate and resolve network incidents and outages by adhering to predefined troubleshooting procedures and escalation protocols to restore service within set Service Level Agreements (SLAs).

• Address network, server, and infrastructure issues; determine root causes; and implement corrective measures to restore services while collaborating with both internal teams and external vendors as necessary.

• Monitor and act upon cybersecurity alerts, endpoint protection events, suspicious activities, and infrastructure vulnerabilities per established security and incident response protocols.

• Support proactive maintenance activities such as patch validation, backup verification, maintenance window tasks, and system health assessments.

• Identify recurring infrastructure challenges and participate in root cause analysis efforts to reduce repeat incidents and enhance long-term service stability.

• Aid in the development and maintenance of automation processes, monitoring thresholds, alerting logic, and operational efficiencies to decrease reactive workload and boost service reliability.

• Record incident details, troubleshooting actions, remediation efforts, and resolutions within the incident management system while ensuring accurate and audit-ready documentation.

• Develop and maintain internal documentation, standard operating procedures (SOPs), and knowledge base articles to enhance consistency and operational maturity.

• Provide regular updates and communications to internal teams, leadership, and clients regarding incident statuses, remediation actions, and resolution timelines.

• Engage in shift handoff processes and maintain precise transition documentation to ensure continuity within the 24/7 operational environment.

• Assist in the execution of network changes, updates, and configurations while adhering to change management procedures to minimize disruption and maintain compliance.

• Monitor network performance and utilization trends, analyze data and metrics, and offer recommendations for optimization and continuous improvement.

• Collaborate with Service Desk, Engineering, Security, Client Success, and other internal teams to ensure efficient escalation management and problem resolution.

• Proactively identify tickets or alerts that risk breaching SLAs and escalate accordingly to uphold contractual compliance and service quality standards.

• Participate in after-action reviews, continuous improvement initiatives, and operational process enhancements aimed at improving efficiency, stability, and customer satisfaction.

• Stay informed about emerging technologies, cybersecurity trends, industry best practices, and operational standards through ongoing training and development.

• Comply with company policies, operational procedures, security standards, HIPAA requirements, and change management processes while fostering a culture of accountability and compliance.

• Partake in scheduled after-hours, weekend, holiday, and on-call support rotations as needed to ensure 24/7 operational coverage.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred; equivalent experience and relevant certifications will also be considered.

• Relevant certifications such as CompTIA Network+, Security+, Cisco Certified Network Associate (CCNA), Microsoft certifications, or similar are preferred but not mandatory.

• Experience in network operations, infrastructure support, monitoring, or a related technical position, ideally within a NOC or MSP environment.

• Strong technical understanding of networking concepts and technologies including TCP/IP, DNS, DHCP, routing, switching, VPNs, wireless networking, and firewall management.

• Familiarity with network monitoring and management platforms such as SolarWinds, PRTG, Nagios, ConnectWise Automate, or other RMM/monitoring solutions.

• Background in server administration, Active Directory, Microsoft 365, virtualization platforms (VMware/Hyper-V), and endpoint management is preferred.

• Knowledge of cybersecurity concepts, endpoint protection tools, SOC processes, and compliance-focused environments such as HIPAA is preferred.

• Understanding of incident management, change management, escalation procedures, and ITIL best practices.

• Strong analytical and problem-solving abilities with the capacity to troubleshoot and resolve complex technical issues under pressure.

• Excellent verbal and written communication skills, capable of clearly conveying technical concepts to both technical and non-technical audiences.

• Strong organizational skills with the ability to manage competing priorities within a dynamic operational environment.

🏝️ Benefits

• Health insurance

• Professional development opportunities