NetActuate is a leading provider of global edge infrastructure and network solutions, delivering high-performance connectivity and reliable infrastructure services to businesses worldwide. With a focus on innovation and customer satisfaction, NetActuate empowers organizations to optimize their digital presence and enhance user experiences across the globe.
Role Overview
We are seeking a motivated and detail-oriented NOC (Network Operations Center) Technician to join our team in either Raleigh, NC or Santa Clarita, CA. The NOC Technician will play a critical role in monitoring and maintaining the operational health of our global network infrastructure, ensuring uptime, reliability, and performance for our customers. This is an excellent opportunity for individuals with a passion for technology and a desire to contribute to the success of a fast-growing organization.
Key Responsibilities
Network & System Monitoring and Troubleshooting
- Monitor network infrastructure and server systems using monitoring tools to identify and resolve network issues and service interruptions.
- Perform proactive checks on network devices, servers, and other critical infrastructure components to ensure optimal performance and availability.
- Troubleshoot and resolve network and system related incidents and escalate issues to higher-level support teams as needed.
Incident Response and Resolution
- Respond to alerts and notifications generated by monitoring systems and promptly investigate and resolve incidents.
- Document incident details, actions taken, and resolution steps in incident management systems for future reference and analysis.
- Coordinate with internal teams and external vendors to resolve complex issues and minimize downtime for customers.
Technical Support and Customer Communication
- Provide technical support to customers and internal stakeholders via phone, email, and ticketing systems.
- Communicate effectively with customers regarding network status updates, incident resolution progress, and planned maintenance activities.
- Ensure timely and accurate communication of critical issues and service disruptions to customers and management.
Maintenance and Upgrades
- Assist with scheduled maintenance activities, including software upgrades, hardware replacements, and configuration changes.
- Coordinate maintenance windows with customers and internal teams to minimize impact on service availability.
- Document maintenance procedures and update knowledge base articles for future reference and training purposes.
Documentation and Reporting
- Maintain accurate records of network configurations, device inventories, and operational procedures in documentation repositories.
- Generate regular reports on network performance, uptime, and incident trends for management review and analysis.
- Identify opportunities for process improvements and contribute to the development of standard operating procedures (SOPs) and best practices.
Requirements
- 1-3 years of experience in a network operations or technical support role, preferably in a NOC environment.
- Excellent communication skills and customer service orientation with the ability to interact professionally with customers and colleagues.
- Solid understanding of networking concepts and protocols (TCP/IP, DNS, DHCP, SNMP, etc.).
- Experience with network monitoring tools such as Nagios, Zabbix, or SolarWinds.
- Strong troubleshooting and problem-solving skills with the ability to analyze and resolve technical issues in a timely manner.
- Ability to work effectively in a fast-paced, 24/7 environment and adapt to changing priorities and operational demands.
- Flexible schedule to meet the needs of a 24/7/365 operation.
- Certifications such as CompTIA Network+, Cisco CCNA, or equivalent are a plus.
