NOC Technician, Tier I

Jobtailor; Cedar Rapids (IA); On-site; USD 55,000 - 75,000; Full time

Job summary

Jobtailor in Cedar Rapids, IA seeks a Network Operations Center Specialist to monitor queues, troubleshoot client issues, and provide phone support to technicians, clients, and vendors. You will use knowledge bases, FAQs, and wikis to resolve problems while maintaining SLA compliance.

You will diagnose hardware, software, and network problems, document findings, and carry 24x7 on-call responsibilities on a rotating basis, including weekends and holidays.

Qualifications

• 2 years higher education/industry standard technology certifications.
• 2–3 years of experience preferred.
• CompTIA Network+ Certification or equivalent required.
• CCENT/CCNA or similar routing certification preferred.
• Experience in an NOC monitoring mission-critical apps/services.
• Strong understanding of DNS, DHCP, TCP/IP, IP addressing, subnetting, LAN/WAN.
• VPNs including IPSec/SSTP/PPTP/L2TP understood.
• 802.1q/VLANs/QoS understood.
• Basic project management understanding.

Responsibilities

• Monitor NOC work queues to troubleshoot and resolve client issues.
• Provide phone support to field technicians, clients, and vendors.
• Instruct users on appropriate actions regarding solutions and maintenance.
• Use and maintain tools and documentation, including knowledge bases, FAQs, and wikis.
• Diagnose and troubleshoot equipment, hardware, network, and software issues.
• Research, document, and resolve issues to meet SLA requirements.
• Carry 24x7 on-call responsibilities on rotating basis, including weekends and holidays.
• Own and follow through on customer issues until resolution.

Skills

DNS/DHCP/TCP-IP

VPN technologies

On-call rotation

Customer focus

Time management

Troubleshooting skills

Networking concepts

Education

Higher education or certifications

CompTIA Network+ Certification

CCNA Certification

MTCNA Certification

Tools

Monitoring tools

Knowledge bases

FAQs

Wikis

Job description

• Monitor NOC work queues to troubleshoot and resolve client issues
• Provide phone support to field technicians, clients, and vendors
• Instruct users on appropriate actions regarding solutions and maintenance
• Use and maintain tools and documentation, including knowledge bases, FAQs, and wikis
• Diagnose and troubleshoot equipment, hardware, network, and software issues
• Research, document, and resolve issues to meet SLA requirements; escape when necessary
• Maintain familiarity with all products and services offered
• Stay current with changing technology related to customer support
• Troubleshoot system problems and complete repairs efficiently while minimizing recurrence and rework
• Follow workflows and manage time while maintaining customer focus and high-quality customer service
• Own and follow through on customer issues until resolution
• Carry rotating 24x7 on-call responsibilities, including weekends and holidays

Requirements

• 2 years higher education/industry standard technology certifications
• 2–3 years of experience preferred
• CompTIA Security+ or Network+ certification, or comparable operational skills/experience required
• MTCNA or CCENT/CCNA certification, or similar routing certification or comparable operational skills preferred
• Experience in a Network Operations Center monitoring mission-critical applications and services
• Strong understanding of DNS, DHCP, TCP/IP, IP addressing (public vs private), subnetting, network connectivity, and LAN/WAN architectures
• Strong experience supporting and troubleshooting network infrastructure
• Operational understanding of VPNs, including IPSec, SSTP, PPTP, and L2TP
• Operational understanding of 802.1q, VLANs, and QoS
• Basic understanding of projects and project management
• Operational understanding and skills with support and troubleshooting
• Point-to-point wireless experience is a bonus
• Required to carry 24x7 on-call responsibilities on a rotating basis, including weekends and holidays

Core Competencies

Demonstrates expertise in troubleshooting and resolving network infrastructure issues while providing high-quality customer support. Holds relevant certifications and maintains familiarity with current technologies and operational practices in a Network Operations Center environment.

Highest-signal resume keywords

• CompTIA Security+ Certification
• Network Operations Center Experience
• Strong Understanding of DNS, DHCP, TCP/IP
• Operational Understanding of VPNs
• 24x7 On-Call Responsibilities

Hard Skills

• Troubleshooting Network Infrastructure
• Diagnosing Equipment Issues
• Researching and Documenting Issues
• Understanding of LAN/WAN Architectures
• Subnetting
• IP Addressing
• VLANs
• QoS
• Point-to-Point Wireless Experience
• Project Management Understanding

Soft Skills

• Customer Focus
• Time Management
• Problem-Solving
• Communication Skills
• Team Collaboration

Certifications & Qualifications

• CompTIA Network+ Certification
• MTCNA Certification
• CCENT Certification
• CCNA Certification

Industry Keywords

• Network Connectivity
• Mission-Critical Applications
• SLA Requirements
• Operational Skills
• Troubleshooting Software Issues

Tools & Technologies

• Knowledge Bases
• FAQs
• Wikis
• Monitoring Tools