NOC Service Desk Technician L1

Work Setup: ONSITE at The Sanctum, SM - North EDSA, QC

The NOC Service Desk Technician will be responsible for monitoring and maintaining network systems, providing technical support, troubleshooting network-related issues and escalating issues as needed. This position will be the first point of contact for network-related incidents, ensuring smooth network operations.

• Proactively monitor network performance, uptime, and security using monitoring tools to identify potential issues before they impact operations
• Respond to network alerts, outages, or performance issues, performing 1st-level troubleshooting and escalating unresolved problems to senior network engineers or relevant teams
• Diagnose and resolve network hardware, software, and connectivity issues, including switches, routers, rewalls, and VPNs
• Log, prioritize, and manage service tickets related to network operations, maintaining accurate and timely updates throughout the incident lifecycle
• Assist in routine maintenance of network infrastructure, such as updates, patches, and configurations to optimize performance and security
• Maintain detailed documentation of network configurations, incidents, and resolutions.
• Create and update knowledge base articles to assist in troubleshooting common issues
• Work closely with cross-functional teams including network engineers, systems administrators, and third-party vendors to resolve technical issues
• Adhere to company policies and procedures
• Meet or exceed established performance targets for related KPIs
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborate with other departments as needed
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Perform other duties as assigned

• Minimum of 1 year of experience in network operations, IT support, or related technical role
• Knowledge of web-based technologies, basic web security, and SAML
• Proficiency with network monitoring tools
• Basic knowledge of network protocols
• Experience troubleshooting network devices
• Strong communication skills, both verbal and written
• Experience with ticketing systems i.e. Jira

Core Competencies:

• Network Monitoring and Troubleshooting
• Documentation and Knowledge Management
• Technical Problem-Solving
• Attention to Detail
• Collaboration and Teamwork
• Time Management
• Adaptability and Continuous Learning
• Customer Service Orientation
• Technical Acumen

• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO on day 1
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Beautiful office space
• Free lunch provided daily

Experience infinite fun so you can have infinite growth. Discover a better way to grow at SupportNinja! Are you ready?

If you are interested, you can access your instant interview here: https://alpharun.com/i/hKQteo9ynI9kI1ipm_IRI

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