Job Description: Level 1 Helpdesk Technician - Network Operations Center (NOC)

The Level 1 Helpdesk Technician is an entry-level role responsible for providing first-line support for clients' IT infrastructure within the Network Operations Center (NOC). The technician monitors, identifies, and resolves technical issues related to networks, servers, and other IT systems. This position requires strong communication skills, a customer-focused attitude, and the ability to work in a fast-paced environment.

Responsibilities:

• Monitor system alerts, network health, and performance using NOC tools.
• Respond to incoming support tickets, calls, and emails to provide technical assistance.
• Troubleshoot basic network, hardware, and software issues and escalate as needed.
• Document all incidents, resolutions, and updates in the ticketing system.
• Follow established protocols for incident management and escalation.
• Assist with routine system updates, patches, and maintenance tasks.
• Maintain strong communication with clients and internal teams to ensure issue resolution.

• Basic understanding of IT infrastructure (networking, servers, and workstations).
• Familiarity with monitoring tools, ticketing systems, and remote support software.
• Excellent communication and customer service skills.
• Ability to work shifts in a 24/7 NOC environment.
• CompTIA A+, Network+, or equivalent certifications (preferred).