NOC Technician

PURPOSE:
This role will focus on serving clients in support of their local and hosted infrastructure. The NOC Technicians will participate in the maintenance and monitoring of all client environments, respond to alerts from Ascend’s monitoring tools, and perform basic troubleshooting tasks to isolate issues and remediate them, and assist with reporting the health of client infrastructure. The NOC Technician will support various aspects of server and network environments, including but not limited to the following: Active Directory, Microsoft Exchange, Microsoft SQL databases, Citrix environments, VMWare infrastructure, NAS and SAN storage systems, firewalls, switches, and other network infrastructure, backup systems from various vendors, and VoIP telephony. The NOC Technician will communicate directly with clients and members of other Ascend teams to address issues with client infrastructure and escalate them properly. 

RESPONSIBILITIES:

• Respond to incoming alerts to meet contracted SLA requirements 
• Analyze, understand and respond to alerts, identifying the underlying root cause and escalating to engineering staff if needed with recommendations for resolution. 
• Properly document observations about alerts in corresponding tickets, along with steps taken to troubleshoot. 
• Discuss issues with the managed services clients and be able to effectively troubleshoot and resolve client’s issue and/or escalate properly documented issues to engineering staff. 
• Recognize recurrent patterns in alerts and provide recommendations for next steps to escalated teams. 
• Ensure client satisfaction through timely and frequent communication, both with the client directly and with internal teams. 
• Understand and execute standard process and procedures for change management for updating and maintaining client environments. 
• Other Responsibilities as assigned by management

MINIMUM SKILLS, EDUCATION AND EXPERIENCE

• CompTIA A and/or Network certification 
• Understanding of networking concepts and infrastructure 
• Understanding of Microsoft 365 and Azure Environments 
• LogicMonitor LMCA Certification (at hire or within the first 3 months) 
• 6 months - 2 years of similar work experience 

PREFERRED SKILLS, EDUCATION OR EXPERIENCE

• Bachelor's degree in Computer Science, MIS, or equivalent required  
• ITIL Foundation version 4  
• Demonstrated understanding of common business infrastructure and applications and be able to maintain and monitor the environment, respond to client questions, and troubleshooting issues 
• Strong written and verbal communication skills for effective interactions with clients and escalated teams at Ascend, and for documentation of issues and systems  
• Background in Microsoft Windows Server operating systems and Active Directory 
• Experience in infrastructure monitoring and management tools and system backup 
• Experience with Windows client operating systems and standard desktop applications (i.e. Microsoft Office, Edge and Chrome browsers, anti-virus tools) 
• Experience working with common server and infrastructure management and monitoring tools (LogicMonitor or equivalent) 
• Experience with ServiceNow 

At Ascend Technologies we firmly believe that diversity, equity, and inclusion are not only fundamental values but also powerful drivers of innovation, growth, and success. We are committed to fostering an environment where every individual feels valued, respected, and empowered.

CORE VALUES
We are seeking highly motivated individuals who have the willingness and ability to demonstrate Ascend core values: 

• Committed to Client Success: Our actions and our words always align with the best interest of the client.
• One Team: We work collaboratively to overcome challenges with humility and respect and do what it takes to find innovative solutions.
• Integrity: We are unquestionably committed to doing the right thing even when it is hard.
• Accountability: We hold ourselves and each other accountable for keeping our commitments to our clients, our communities, and one another.
• Transparency: We create open lines of communication with each other and our clients, fostering relationships founded on candor and trust.

 
 

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