Position Summary: The NOC Technician Level III serves as a reliable and trusted resource for the deployment, maintenance, monitoring, and reviewing of servers, network infrastructure, system backups, anti-virus protection, patch management, and various other tools. The Systems Engineer is also responsible for continual systems improvement through the identification and resolution of common issues through scripting to reduce the number of alerts per endpoint.
Job Details: Work from Home Monday to Friday | 10 PM to 7 AM Philippine Time *Following US Holidays Responsibilities: Utilize automated monitoring systems to identify, troubleshoot, and resolve common problems on desktops, laptops, servers, networking devices, and related software. Manage tickets on the NOC service board verifying that all tickets are updated and have proper notes in them before resolution. Create scripts and automation using best practices to help streamline processes, reduce the number of alerts per endpoint, and improve response times. Resolve complex issues escalated by junior NOC technicians. Troubleshoot and audit client backup issues. Assist with patch management and reboot schedules. Work directly with vendors for issues or outages. Review current monitoring tools to ensure best practices are implemented. Conduct automated and manual software installations. Communicate with Service Desk team members before, during, and after maintenance as well as when any major issues are identified. Assist with onboarding and offboarding of clients which typically includes installing or removing agents or software provided by Hitek Data. Understand Hitek Data's offerings and products in relation to the tools to implement and maintain proper monitoring. Document processes, procedures, and system baselines related to duties and responsibilities. Account for time with a high level of accuracy within our ticketing system. Qualifications: Understanding of the following: PowerShell or other scripting languages. Backup scheduling and archive management, and window services that support them. SNMP protocol and SNMP monitoring platforms. Direct involvement with PSA, RMM, and network monitoring tools required (administration is a plus). ConnectWise experience preferred. 1-2 years of previous help desk or NOC role. Prior MSP experience preferred. Skills Required for Success: Microsoft Windows Server Active Directory, Group Policy, and Replication Management & Troubleshooting. Virtualization: VMware vSphere and vCenter Management. ConnectWise Automate Monitoring and Scripting. Nessus Vulnerability Scans. Microsoft Windows 10 & 11. Microsoft Office/365 Applications. Microsoft 365 Administration and Migration. LAN/WAN, DNS, DHCP, and Domain Controllers. Networking knowledge including solid fundamentals of Layers 2 & 3 as well as practical experience creating and managing VLANs. General Firewall Setup and Administration. Wireless Network Configuration & Troubleshooting. Printer/Scanner Setup & Configuration. Experience with Client Applications such as Adobe, Bluebeam, etc. Veeam, Datto, or similar experience. Strong verbal and written communication skills. Compassionate, empathetic disposition. Exceptional attention to detail and a sense of urgency. Active listener who displays a spirit of teamwork and collaboration. Proficient in time management and organization both individually and on behalf of others. Energetic, self-motivated, and well-organized. Critical thinking skills to properly prioritize and meet deadlines. Proven ability to solve problems of a complex nature. Accountable and Reliable. Common Certifications: IT Certifications: CompTIA A+, Network+, Security+, Cisco, Microsoft, ITIL Certifications – at least 1 preferred.
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