Tier 1 NOC Technician: Data Center Support & Escalations

SMART IT People; Kansas City (MO); On-site; USD 52,000 - 64,000; Full time

Job summary

SMART IT People is seeking a Tier 1 NOC Technician to handle inbound customer requests via ticket queue and phone systems, routing escalations to the correct technical resources. The role is based in our Data Center environment and includes hands-on infrastructure support and incident management.

The ideal candidate has a customer-first mindset, strong communication skills, and comfort working in a fast-paced, 24x7 data center.

Qualifications

• High School Diploma or equivalent required.
• Empathetic customer service mindset and attitude.
• Excellent written and verbal communication skills.
• Strong sense of urgency and ability to prioritize.
• Teamwork and collaboration driven.
• Ability to follow documented escalation procedures.
• Experience fabricating and running network cables.
• Ability to lift up to 50 lb.
• Basic understanding of computers and IT functions.

Responsibilities

• Engage with customers on the phone and ticketing system to identify incident category and route escalations to the appropriate technical resource or team.
• Proactively triage, monitor, close, and report alerts for customers and internal teams.
• Monitor backup reports to ensure consistent delivery of service.
• Document all communication with customers professionally.
• Assist with installing servers and networking equipment into racks with associated network cabling.
• Receive and document incoming shipments.
• Respond to and resolve alarm events affecting infrastructure and services.
• Follow established Change Control processes; review and follow MOPs for Change activities.
• Support on-site Data Center activities such as badge creation, cable tracing, and assisting engineers with hands-on troubleshooting during escalations.
• Work with clients to resolve cabinet/cage infrastructure issues and power utilization.
• Ensure operational efficiencies and best practices toward maintaining availability/uptime of all 24X7 facilities, mission-critical operations, and infrastructure.
• Perform other duties as assigned

Skills

Communication skills

Customer service mindset

Urgency & prioritization

Teamwork

Problem solving

Escalation procedures

Networking cabling

IT fundamentals

Lifting up to 50 lb

Education

High School Diploma or Equivalent

Job description

SMART IT People is seeking a Tier 1 NOC Technician to handle inbound customer requests via ticket queue and phone systems, routing escalations to the correct technical resources. The role is based in our Data Center environment and includes hands-on infrastructure support and incident management.

The ideal candidate has a customer-first mindset, strong communication skills, and comfort working in a fast-paced, 24x7 data center.