NOC Technician

Job Title: NOC Technician Department: Network Operations Center (NOC) Reports To: NOC Manager / NOC Team Lead Location: Philippines Role Description As a NOC Technician at PEAKE, you are responsible for monitoring, maintaining, and troubleshooting our clients’ network infrastructure to ensure optimal performance, availability, and security. You will work in a fast-paced MSP environment supporting healthcare and business clients, responding to alerts, diagnosing issues, and coordinating with internal teams and external vendors to minimize downtime and maintain operational stability. This role requires strong technical expertise, critical thinking, ownership, and a proactive mindset. Successful candidates demonstrate urgency, accountability, professionalism, and a commitment to delivering an exceptional customer experience while supporting mission-critical environments. The Definition of an “A” Player A-Players are PEAKE’s star performers, and they exemplify PEAKE’s core values of Competence, Persistence, and Supportiveness. The work of an A-Player is always thorough and thoughtful, proving their competence in the role that they have on the team. They are punctual, professional employees who maintain a positive attitude and are constantly seeking to improve. An A-Player demonstrates passion for their work and embraces opportunities to learn and grow. When faced with challenges, they remain persistent in pursuing effective solutions despite obstacles. Supportiveness is essential to an A-Player, and they actively build strong relationships with both customers and coworkers. By demonstrating these values, A-Players become leaders and influencers at PEAKE and are invaluable to our success. Key Responsibilities Monitor network infrastructure, systems, applications, and managed environments using network monitoring tools and systems, responding to alerts and notifications in a timely manner. Investigate and diagnose network incidents and outages, following predefined troubleshooting procedures and escalation paths to restore service within established Service Level Agreements (SLAs). Troubleshoot network, server, and infrastructure issues; identify root causes; and implement corrective actions to restore services while collaborating with internal teams and external vendors as needed. Monitor and respond to cybersecurity alerts, endpoint protection events, suspicious activity, and infrastructure vulnerabilities in accordance with established security and incident response procedures. Assist in proactive maintenance activities, including patch validation, backup verification, maintenance window activities, and system health reviews. Identify recurring infrastructure issues and contribute to root cause analysis efforts aimed at reducing repeat incidents and improving long-term service stability. Assist in developing and maintaining automation processes, monitoring thresholds, alerting logic, and operational efficiencies to reduce reactive workload and improve service reliability. Document incident details, troubleshooting steps, remediation efforts, and resolutions within the incident management system while maintaining accurate and audit-ready records. Create and maintain internal documentation, standard operating procedures (SOPs), and knowledge base articles to improve consistency and operational maturity. Provide regular updates and communication to internal teams, leadership, and clients regarding incident status, remediation efforts, and resolution timelines. Participate in shift handoff processes and maintain accurate transition documentation to ensure continuity across the 24/7 operational environment. Assist with the implementation of network changes, updates, and configurations while following change management procedures designed to minimize disruption and maintain compliance. Monitor network performance and utilization trends, analyze data and metrics, and provide recommendations for optimization and continuous improvement. Collaborate with Service Desk, Engineering, Security, Client Success, and other internal teams to ensure seamless escalation management and efficient issue resolution. Proactively identify tickets or alerts at risk of SLA breach and escalate appropriately to maintain contractual compliance and service quality expectations. Participate in after-action reviews, continuous improvement initiatives, and operational process enhancements designed to improve efficiency, stability, and customer satisfaction. Stay current with emerging technologies, cybersecurity trends, industry best practices, and operational standards through ongoing training and development. Adhere to company policies, operational procedures, security standards, HIPAA requirements, and change management processes while promoting a culture of accountability and compliance. Participate in scheduled after-hours, weekend, holiday, and on-call support rotations as required to support 24/7 operational coverage. Qualifications Bachelor’s degree in Computer Science, Information Technology, or a related field preferred; equivalent experience and relevant certifications will be considered. Relevant certifications such as CompTIA Network+, Security+, Cisco Certified Network Associate (CCNA), Microsoft certifications, or similar are preferred but not required. Experience in network operations, infrastructure support, monitoring, or a related technical role, preferably within a NOC or MSP environment. Strong technical knowledge of networking concepts and technologies including TCP/IP, DNS, DHCP, routing, switching, VPNs, wireless networking, and firewall administration. Experience with network monitoring and management platforms such as SolarWinds, PRTG, Nagios, ConnectWise Automate, or similar RMM/monitoring solutions. Background in server administration, Active Directory, Microsoft 365, virtualization platforms (VMware/Hyper-V), and endpoint management preferred. Familiarity with cybersecurity concepts, endpoint protection tools, SOC processes, and compliance-focused environments such as HIPAA preferred. Familiarity with incident management, change management, escalation procedures, and ITIL best practices. Strong analytical and problem-solving skills with the ability to troubleshoot and resolve complex technical issues under pressure. Excellent verbal and written communication skills with the ability to communicate technical concepts clearly to both technical and non-technical audiences. Strong organizational skills with the ability to manage competing priorities in a fast-paced operational environment. Demonstrated sense of ownership, accountability, professionalism, and follow-through in resolving technical issues and supporting team objectives. Commitment to continuous learning, process improvement, and operational excellence. Ability to work rotating shifts, including nights, weekends, holidays, and on-call schedules as part of a 24/7/365 NOC operation. Measures of Success Response time to network alerts and critical incidents. SLA response and resolution compliance percentages. Timeliness and effectiveness of incident response and restoration efforts. Accuracy and completeness of ticket documentation and operational reporting. Reduction in repeat incidents and recurring infrastructure alerts. Patch compliance and backup success rates. Escalation accuracy and timeliness. Identification and remediation of infrastructure risks and optimization opportunities. Contribution to proactive maintenance and automation initiatives. Customer satisfaction and communication effectiveness during incidents. Adherence to operational, compliance, and security procedures. Overall contribution to operational stability, service reliability, and continuous improvement initiatives.