What are the responsibilities and job description for the NOC Technician I position at Atomic Data?
Department: Network & Security Operations Center
Reports to: Network Operations Center Manager
Department Growth Path: NOC Technician II
Job Summary
Under the general direction of the NOC Manager and Lead, the NOC Technician I is responsible for monitoring critical network elements and engaging in proactive system monitoring for Atomic Data and customer infrastructure. A network operations technician works regularly with customers and must be able to troubleshoot all problems that may arise across Cisco, Linux, and Windows servers. An individual in this position is responsible for resolving tickets received concerning the following: remote access (VPN) connectivity, network connectivity issues, printer issues, internet use and setting, network/email/ telephony password resets, server monitoring, and system backup. In some instances, the NOC Technician will alert triage, resolve client requests, and escalate tickets to higher level resources. This position is an interactive position and has a requirement to be in the office with other staff during the assigned shift.
Essential Functions
Reports to: Network Operations Center Manager
Department Growth Path: NOC Technician II
Job Summary
Under the general direction of the NOC Manager and Lead, the NOC Technician I is responsible for monitoring critical network elements and engaging in proactive system monitoring for Atomic Data and customer infrastructure. A network operations technician works regularly with customers and must be able to troubleshoot all problems that may arise across Cisco, Linux, and Windows servers. An individual in this position is responsible for resolving tickets received concerning the following: remote access (VPN) connectivity, network connectivity issues, printer issues, internet use and setting, network/email/ telephony password resets, server monitoring, and system backup. In some instances, the NOC Technician will alert triage, resolve client requests, and escalate tickets to higher level resources. This position is an interactive position and has a requirement to be in the office with other staff during the assigned shift.
Essential Functions
- Monitor automated and end user incident and outage reporting, troubleshoot, and resolve problems
- Assist in management of the emergency process for support requests requiring escalation
- Create and maintain tickets with service providers and internal teams to drive incidents to resolution
- Notify clients of progress and resolution using documentation of network support activities
- Deliver quality, reliable support to all customers both internally and externally
- Create or update technical documentation or user instruction
- Enforce and abide by building policies and access card security
- Perform routine physical security walkthroughs and data center maintenance checklist
- Consult with telecom and ISP vendors to resolve issues
- Attend to obligations and support other company initiatives as directed
- Complete daily and weekly reports as assigned
- Meet performance standards including attendance and punctuality
- Proficiency with Network Operations support in a professional environment
- Minimum education in associate degree in Networking and Systems Administration or equivalent work experience
- Communicate effectively with technical staff and end users
- Possess strong problem solving, time management, and ability to excel in a dynamic work environment.
- Willingness to work flexible schedules and support a 24X7 operation
- Ability to multi-task, organize, and document multiple tickets/tasks simultaneously
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