NOC Technician

About Convergence Networks: We are one of North America's leading managed service and managed security providers, helping clients use technology as a strategic advantage while proactively protecting their businesses.

Responsibilities

• Triage and respond to alerts from monitoring platforms such as NinjaRMM and Auvik, including offline devices, low disk space, and hardware failures.
• Investigate and troubleshoot server, network, and endpoint issues methodically to find root cause.
• Keep clients informed proactively during incidents and coordinate maintenance or resolution steps.
• Work with ISPs, hardware vendors, and internal Service Desk teams to resolve complex or high-priority issues.
• Document alert activity, troubleshooting, communications, and resolutions in ticketing and documentation systems.
• Perform remediation such as clearing disk space or restarting services, and escalate when advanced support is needed.
• Follow established SOPs for alert handling and service restoration.

Requirements

• 1-3 years in IT operations, Service Desk, or a NOC environment.
• Hands-on experience with RMM tooling (e.g., NinjaRMM) and network monitoring (e.g., Auvik).
• Solid Windows/Linux server administration plus networking fundamentals (TCP/IP, routing, switching).
• Strong troubleshooting skills across varied IT infrastructure.
• Ability to prioritize several high-priority alerts at once in a fast-paced setting.
• Clear written and verbal communication with clients and vendors.

Nice to have

• Tuning and advanced configuration of monitoring tools to reduce alert noise.
• Certifications such as CompTIA A+, Network+, Server+, or vendor equivalents.
• Familiarity with VMware or Hyper-V virtualization and their alerting behavior.
• Prior MSP experience.

Benefits

• Competitive medical, dental, and vision benefits.
• 401(k) plan.
• Training and certification support.
• Regular growth conversations and internal advancement opportunities.
• Inclusive culture with team and family events.

Pay

$23.08 - $28.85 per hour

Work environment

Standard office setting with a mix of sitting, standing, and computer work; occasional equipment handling and client site visits.