NOC Technician - Tier 1
NOC Technician - Tier 1
Deft, a Summit company
Denver, CO
See who Deft, a Summit company has hired for this role
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Base pay range
- Monitor and respond proactively to RMM alerts
- Reply to customer tickets within 20-35 minutes based on SLA
- Resolve high-priority alerts within 45 minutes, collaborating with the team as needed
- Provide customer support by answering the NOC support phone line
- Follow procedures for handling abuse complaints related to systems and customers
- Troubleshoot failed backups and escalate if SLA violations occur
- Assist in training and supervising new employees
- Complete assigned online training and vendor certifications
- Build strong working relationships with clients and team members
- Troubleshoot issues related to web hosting, backups, hypervisors, or DaaS as needed
- Monitor the helpdesk and provide first-line support for client issues
- Collaborate with the team to understand complex environments and create or update documentation
- Escalate urgent issues to senior engineers when necessary
- Document all actions in the ticketing and asset management systems, maintaining detailed notes
- Learn and familiarize yourself with the organization's supported software and hardware
- Support various projects as directed by management
- Assist with writing and planning documentation as required by management
- Collaboration – NOC staff work as a team, relying on their experienced teammates for growth. They ask questions, share ideas for feedback, and contribute to a positive and productive work environment
- Vigilance – NOC staff stay aware of changing priorities, adjusting their focus as needed to handle the most urgent tasks based on current workloads
- Initiative – NOC staff utilize all available resources—documentation, research, team input, and escalation—to deliver the best outcomes efficiently and flexibly
- Attention to Detail – NOC staff ensure issues are thoroughly resolved, seeking long-term solutions and deepening their understanding of the environment and technologies. They rely on evidence, not assumptions
- Service – NOC staff hold themselves accountable for delivering quality results to customers. They communicate clearly, promptly, and professionally, using available resources to ensure the best customer experience
- Associate or bachelor's degree in computer science or a related field, or equivalent experience
- 3+ years of experience in a technical support role focused on troubleshooting, preferably in a web hosting environment
- Strong skills in note-taking and technical documentation
- Proven ability to prioritize and manage multiple tasks effectively
- Ability to work both independently and in a team setting
- Capability to work efficiently throughout the full shift, with strategic break management
- Strong knowledge and experience with both Linux and Windows server environments, including some OS internals
- Solid understanding and troubleshooting skills in networking (Layers 2, 3, and 7) and DNS
- Experience with web hosting technologies such as web servers, DNS servers, database servers, application servers, mail servers, server runtimes (e.g., PHP, ASP.NET), or hosting panels (e.g., cPanel)
- Experience with Hyper-V and a working knowledge of failover clustering
- Excellent English communication, customer service, and writing skills
- Basic experience with either Windows PowerShell or Linux shell scripting
- Ability to sit and work at a computer for extended periods
- Familiarity with Zendesk
- More than 2 years of technical experience in a web hosting environment
- Experience with Desktop as a Service (DaaS) environments, particularly FSLogix, Parallels RAS, or Citrix
- Proficiency in multiple scripting languages, especially platform-independent ones like Python, Ruby, or Perl
- Experience with configuration orchestration tools like AWX
- Relevant certifications for any required skills
- Supervisory or mentoring experience
- Experience contributing to documentation
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Seniority level
Not Applicable -
Employment type
Full-time -
Job function
Information Technology -
Industries
IT Services and IT Consulting
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