Job Title: NOC Technician Tier 2

Department: Technical Operations NOC

Reports to: Director of Technical Operations                                                                                                 

Position Summary: The NOC Technician 2 plays a key mid-level support role within the Network Operations Center. This position bridges the gap between frontline alert responders and senior engineering staff. The NOC Tech 2 is responsible for handling complex remediation of alerts, assisting with onboarding processes, and supporting infrastructure stability across managed clients. This position is ideal for a technician with advanced troubleshooting skills and a proactive approach to improving monitoring reliability and documentation.

Roles and Responsibilities:

Alert Remediation & Escalation Support

• Respond to and resolve alerts escalated from Tier I technicians.
• Troubleshoot backup failures, disk space issues, offline agents, and performance anomalies.
• Apply fixes directly in RMM tools (NinjaOne) or escalate to NOC Engineers as needed.

Onboarding & Configuration

• Assist with the setup of monitoring profiles for new clients.
• Configure standard policies and thresholds in NinjaOne.
• Support deployment of software agents and onboarding runbooks.

Backup Oversight

• Review and report on Acronis backup job status.
• Initiate recovery testing in coordination with NOC Engineer.
• Document recovery steps and provide feedback on backup workflows.

Documentation & Communication

• Update ticket and remediation documentation in ConnectWise Manage.
• Create and maintain SOPs related to RMM alert remediation.
• Participate in daily team syncs to report progress and share updates.

Tool Proficiency

• NinjaOne RMM: Alert response, scripting, remote access
• ConnectWise Manage: Ticket handling and documentation
• Acronis: Backup status review and escalation
• Microsoft 365, SentinelOne (basic understanding for correlation)
• Systems administration using Microsoft PowerShell on Windows
   

Qualifications & Skills:

Required Skills & Experience:

• Associate’s Degree in IT, Networking, or equivalent experience.
• 2 years’ experience in NOC or Help Desk Tier II role.
• Strong troubleshooting skills across Windows Server systems and advanced networking.
• Familiarity with RMM tools and backup platforms.
• Experience with Microsoft PowerShell.

Preferred Skills & Experience:

• CompTIA A , Network
• NinjaOne certification (preferred but not required)
• Microsoft 365 Fundamentals

Soft Skills:

• Excellent written documentation and ticketing hygiene.
• Analytical thinker with a team-first attitude.
• Able to multitask and prioritize under time-sensitive conditions.

Job Type: Full-time

Salary: $75,000 - $85,000 per year (commensurate with experience)

Benefits: Dental insurance, Health insurance, Vision Insurance, PTO, and 401(k)

Schedule: Monday to Friday (participation in on-call or extended shift coverage as needed)

Work Location: In-person (775 Passaic Ave, West Caldwell, NJ 07006)

Disclaimer: This document outlines the key responsibilities and expectations for the NOC Technician II role. Responsibilities may evolve based on company priorities, technical operation needs, and business requirements.

EEO Statement 
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

Salary : $75,000 - $85,000