NOC Technician

NOC Technician Position Title: NOC Technician Department: Managed Services Practice (MSP) Reports To: Managed Services Operations Lead Job Status: Part Time or Full Time Division: Corporate Work Shift: Must be open to 3rd shift. Location: Remote BlackHawk Data is seeking a sharp, forward-thinking NOC Technician to help shape mission-critical technology environments for the world’s most complex enterprises. BlackHawk Data is one of the fastest-growing, woman-owned IT solution providers in the country. Here at BHD, you won’t just do a job, you’ll build a career that matters. Our culture thrives on curiosity, collaboration, and grit. We invest in our people, challenge them to grow, and celebrate wins together. If you are driven to lead, learn, and leave your mark, BlackHawk Data is where you belong! You will work alongside a highly collaborative, driven team to provide end-to-end services that truly solve business problems, not just check boxes. The NOC Technician role would be best suited for a self-motivated, high performing NOC, Systems, or MSP Engineer. An individual who thrives on providing exceptional service to a diverse range of clients in a flexible setting: Healthcare, Financial, Educational & the Public sector. If you are energized by complex challenges, passionate about cutting-edge tech, and eager to leave your mark on industries that keep the world moving, we want to meet you. Make an impact. Build what matters. Grow with us. Position Summary The Level-1 Technician serves as the initial point of contact for all network, system, and application incidents within the Managed Services Practice. This role focuses on proactive monitoring, triage, documentation, and escalation of technical issues in customer environments, ensuring all incidents are addressed within defined Service Level Agreements (SLAs). Essential Duties and Responsibilities

• Monitor and respond to network, system, and infrastructure alerts using NMS (Zabbix)
• Triage and resolve Level 1 incidents, and escalate complex issues to Level 2/3 engineering staff according to escalation guidelines
• Create, update, and close tickets accurately within ITSM/ticketing platform (Vivantio)
• Perform daily health and performance checks of customer environments, including systems, servers, network devices, and backups
• Respond to inbound calls and emails from clients, providing first-level troubleshooting and customer communication
• Document incidents, steps taken, and resolutions thoroughly in accordance with ITIL and company standards
• Assist with scheduled maintenance activities and change implementation under the supervision of Level -2/3 engineering team
• Collaborate with field engineers to coordinate repairs, testing, and validation of network or system functionality
• Participate in a 24x7 shift rotation and provide on-call support as needed
• Maintain accurate technical and runbook documentation, inventory, and customer information for supported environments

Knowledge, Skills and Abilities

• Knowledge and capability to provide professional end-user desktop support
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, VLANs)
• Familiarity with firewalls, switches, and routers (Cisco, Fortinet, or Arista)
• Knowledge of Windows Server administration, Active Directory, and Office 365
• Familiarity with virtualization (VMware / Hyper-V) and cloud (Azure / AWS) concepts
• Strong written and verbal communication skills for client and internal team interactions
• Ability to prioritize tasks in a dynamic, high-volume operational environment
• Demonstrated problem-solving, analytical, and troubleshooting capabilities

Education and Experience Required:

• 1–2 years of hands-on experience in IT helpdesk, operations, or network/systems infrastructure support
• Exposure to network and systems monitoring tools and ticketing systems

Preferred:

• Experience in a Managed Service Provider (MSP) environment
• Familiarity with ITIL incident management processes
• Basic scripting knowledge (PowerShell, Bash)

Certifications (Preferred but not required)

• CompTIA A+, Network+, or Security+

Preferred

• Fortinet FCF, FCA
• ITIL 4 Foundation
• Cisco Certified Support Technician (CCST)

Preferred:

• Microsoft Certified Fundamentals (Azure or M365)
• Cisco Certified Network Associate (CCNA)
• Fortinet FCP, FCSS

Work Environment

Operates within a 24x7 Managed Services operations team. Standard professional environment with exposure to multiple systems and live alerts where response time, accurate ticket handling, and providing a highly successful client experience are critical. Visual acuity for reading, understanding, and interpreting system alerts and dashboards is fundamental to success. Potentially rotating or assigned shifts, including weekends, holidays, and after-hours coverage.

What We Offer

• Competitive Pay.
• Comprehensive health, dental, vision, and 401(k)
• Regular coaching, career development, and advancement path.
• A collaborative culture that celebrates learning, innovation, and high performance
• Up to 22 Days PTO.