NOC Technician I

Job Description

Description:

Department: Network & Security Operations Center

Reports to: Network Security Operations Center Manager

Department Growth Path: NOC Technician II

Job Summary

The NOC Technician I provides frontline support by monitoring critical network elements and proactively overseeing Atomic Data and customer infrastructure. This role focuses on delivering exceptional customer service while troubleshooting routine technical issues and escalating more complex problems as needed.

Key responsibilities include resolving basic tickets related to remote access (VPN) connectivity, network connectivity issues, internet settings, password resets for network/email/telephony systems, server monitoring, and system backups. The Technician I also identifies and triages alerts, resolves client requests, and escalates unresolved issues to higher-level resources. An ideal candidate is self-motivated, communicates effectively with both technical staff and end users, and thrives in a collaborative, in-office environment. This interactive role emphasizes developing foundational technical skills and ensuring client satisfaction through professional, reliable support.

Essential Functions

Serve as the first point of contact for clients.

Log tickets accurately and escalate when necessary.

Maintain professional communication, ensuring customer satisfaction.

Follow pre-defined procedures and workflows for handling tickets.

Document all work done in Autotask (and cross-ticket when applicable).

Appropriately escalate issues beyond their scope.

Respond to incoming support requests via phone, email, or tickets.

Troubleshoot basic networking components and software issues.

Document incidents and resolutions in the ticketing system.

Escalate unresolved issues to Level 2 support.

Provide basic user training on software and hardware usage.Requirements:

Qualifications

Strong communication and customer service skills.

Basic understanding of operating systems (Windows, macOS, Linux).

Familiarity with common applications (Office Suite, email clients).

Knowledge of networking components(Switches, firewalls, gateways)

year of IT support or customer service experience.

Basic problem-solving abilities.

Atomic Data provides equal employment opportunities to all employees and applicants for employment in accordance with all applicable laws, directives, and regulations of federal, state, and local governing bodies or agencies. Our organization will not discriminate against or harass any employee based on actual or perceived race, color, creed, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, familial status, veteran status, sexual orientation, gender identity, genetic information, status regarding public assistance, membership or activity in a local human rights commission activity, or any other characteristic protected by applicable federal, state, or local laws. Atomic Data will take affirmative steps to ensure that all our employment practices are free of discrimination. Such employment practices include, but are not limited to, the following: hiring, promotion, demotion, transfer, recruitment or recruitment advertising, selection, layoff, disciplinary action, termination, rates of pay or other forms of compensation, and selection for training, including apprenticeship. We will provide reasonable accommodation to applicants and employees with disabilities whenever possible. In addition, all employees are expected to perform their essential functions in a manner that supports equal employment opportunities.

Any employee or applicant for employment who believes they have been treated in a way that violates this policy should contact Human Resources. Human Resources will take immediate action to investigate and address allegations of discrimination or harassment confidentially and promptly.

Full-time