Network Operations (NOC) Technician I [Hybrid Opportunity]

About us

Ideal Integrations builds customer loyalty by developing long-term relationships with each of our customers and enables them to realize the highest possible returns on their technology investments.

We accomplish this by offering tailored, best-in-class technology solutions developed by our certified engineers and expert technicians, and by providing premier ongoing customer support.

We have various shift schedules available:

• 4-days-per-week, 3rd/overnight shifts (8pm-7am) .
• 4-days-per week, 1st/2nd shift availability (9am-8pm).
• 5-days-per week (M-F), 1st shift availability (8am-5pm).

NOC Technician I

We are looking for someone who is looking to get their start, or continue, in IT and interested in network monitoring work. We accept, and are interested in, talent from all different backgrounds and experiences. This is a hybrid role, requiring one shift per week be performed onsite at our office in West Mifflin, PA after onsite training.

The NOC Technician I will be responsible for proactively and thoroughly monitoring the services and technologies for which our clients contract this service. The NOC Technician I position will work closely with the Services Desk, Cloud Services, and Engineering teams on monitoring these systems and remediating as necessary or appropriate.

Principle Accountabilities

• Proactively monitor and support our clients and services on a team that operates 24x7x365.
• Respond to alerts and incidents according to our specified procedures and processes.
• Communicate effectively issues and remediation options available to that client.
• Troubleshoot and prioritize service incidents related to monitoring and NOC services.
• Facilitate follow-up of all alerts and incidents to completion.
• Facilitate incoming and outgoing calls with clients.
• Assist in creation and maintenance of documentation for NOC procedure and processes.
• Manage time, tasks, and stay focused on monitoring with limited supervision.
• Facilitate knowledge transfer to client and internal teams.

Experience/Skills:

• Minimum of 1+ years in a client-facing support role.
• Ability to easily follow scripted technology questions and respond accordingly.
• Basic knowledge of Windows Operating Systems and Applications.
• Prior experience with monitoring tools preferred (Solarwinds preferred).
• Prior experience with updating firmware on networking gear preferred.
• Highly developed written and verbal communication skills.
• Strong written, organizational, and communication skills with the ability to work well and communicate with peers and clients.
• Preferred Education: Technical or Associate degree in relevant field or 1 years equivalent experience preferred.

Additional Information:

• Flexibility for shift work and shift overages/coverage is preferred as the NOC is staffed 24x7x365.
• Functioning personal vehicle for transportation and a valid driver’s license required.
• Some travel, heavy lifting may be required.

Benefits

• Health, Dental and Vision Insurance
• Life Insurance
• Short-term and Long-term Disability Insurance
• 401 (k) retirement plan with match.
• PTO
• Annual bonuses
• Paid Training
• Hybrid work environment (1-week training must be done in person, followed by one shift per week be performed onsite at our offices in West Mifflin, PA.)

Job Type: Full-time

Pay: $15.00 – $16.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 10 hour shift
• 4×10
• 5×8
• 8 hour shift
• Day shift
• Overnight shift

Supplemental pay types:

• Bonus pay

COVID-19 considerations:
Hybrid working environment, social distancing precautions, sanitation stations.

Ability to commute/relocate:

• Pittsburgh, PA 15236: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Do you have any non-compete agreements that may hinder your ability to work for Ideal Integrations?

Education:

• High school or equivalent (Required)

Experience:

• Customer Service: 1 year (Required)
• Technical support: 1 year (Preferred)

Shift availability:

• Day Shift (Preferred)
• Overnight Shift (Preferred)

Work Location: Hybrid remote in Pittsburgh, PA 15236