NOC TECHNICIAN MSP

Ensure 24/7 availability and performance of network infrastructure through monitoring, incident response, escalation management, and technical support while maintaining SLAs and collaborating with cross-functional teams.

Responsibilities:

• Network Monitoring & Performance:

• Monitor infrastructure using SolarWinds, PRTG, Nagios, Zabbix, and proprietary systems like Cosmos

• Analyze performance trends, bandwidth, latency, packet loss, and KPIs

• Maintain monitoring thresholds, alert policies, and SLA metrics

• Incident & Problem Management:

• Respond to alerts and outages within SLA timeframes

• Perform triage, diagnosis, and manage incident lifecycle

• Conduct root cause analysis and document lessons learned

• Track trends and recommend preventive measures

• Escalation Management:

• Serve as primary escalation point for Tier 1 and Tier 2 support teams

• Escalate complex issues to Tier 4 engineers and specialized teams

• Coordinate vendor support and facilitate bridge calls during major incidents

• Manage communication between technical teams, management, and stakeholders

• Network Operations & Maintenance:

• Execute firmware updates, patches, and configuration changes

• Configure routers, switches, firewalls, load balancers, wireless controllers

• Implement VLANs, access control policies, and VPN connections

• Perform change management and maintenance window activities

• Troubleshooting & Support:

• Resolve issues across LAN, WAN, MPLS, SD-WAN, wireless networks

• Troubleshoot routing/switching (BGP, OSPF, EIGRP, STP)

• Analyze traffic using Wireshark, tcpdump

• Address DNS, DHCP, firewall, NAT, and VoIP issues

• Handle SSID requests, conference issues, and other special requests

• Field Technician Coordination & Dispatch:

• Work with field technicians and coordinate tech dispatches for PMS troubleshooting and connectivity issues

• Conduct WiFi site surveys, coverage analysis, and wireless optimization

• Support 3rd party vendor troubleshooting including video, VoIP, Conference Room Technology

• Coordinate on-site troubleshooting activities and vendor escalations

• Documentation & Collaboration:

• Maintain network documentation, topology diagrams, SOPs

• Create post-incident and Root Cause Analysis reports

• Participate in capacity planning and continuous improvement initiatives

• Work closely with Engineering, logistics, equipment, and third-party vendors integrating new equipment and technologies

Skills:

• Technical / Hard Skills:

• TCP/IP, routing protocols, VLANs, QoS

• Cisco, Ruckus, Aruba/HP, Meraki routers, switches, and wireless controllers

• Firewalls (Cisco ASA, Fortinet, Watchguard)

• Monitoring tools: SolarWinds, PRTG, Nagios, Zabbix, Cosmos

• Wireshark, tcpdump, packet analysis

• VPN, SD-WAN, load balancers, wired (ethernet and fiber) and wireless networking

• Property Management Systems (PMS) and hospitality technology experience preferred

• Soft Skills:

• Strong communication and problem-solving abilities

• Calm under pressure during critical incidents

• Team collaboration and mentoring skills

• Time management and prioritization

 

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