NOC TECHNICIAN

MANAGED SERVICES

LANSING | HYBRID



Convergence Networks is one of North America’s leading managed service and managed security providers. We are a service company focused on helping clients leverage technology as a strategic tool and proactively protecting their business. We are fueled by providing outstanding service and sharing our passion for innovative technology as part of our integrated solutions.  

 

POSITION SUMMARY

The NOC Technician (Monitoring & Alert Response) is a critical frontline technical position focused on the immediate management, triage, and resolution of alerts across our client environments. This role is responsible for ensuring the stability and performance of client infrastructure by promptly responding to system-generated alerts. The ideal candidate has excellent troubleshooting skills, a strong customer service focus, and a disciplined approach to managing a high volume of incidents.   

WHAT DOES OUR NOC Technician DO?

•    Triage and Respond to a wide range of incoming alerts from monitoring platforms (e.g., NinjaRMM, Auvik) for issues such as low disk space, offline device, and hardware failures

•    Investigate and Troubleshoot infrastructure alerts across server, network, and endpoint devices using a methodical approach to diagnose the root cause.   

•    Communicate Proactively with clients and their points of contact to inform them of ongoing incidents, gather necessary information, and coordinate maintenance or resolution steps.

•    Collaborate and Escalate with ISPs, hardware vendors, and internal Service Desk staff to achieve timely resolution of complex or high-priority issues

•    Document all alert activities, troubleshooting steps, communications, and final resolutions accurately within internal ticketing and documentation systems.   

•    Perform Remediation steps such as clearing disk space, restarting services, or escalating to the appropriate internal teams for advanced support.

•    Maintain Operational Excellence by adhering to defined Standard Operating Procedures (SOPs) for alert handling and service restoration.