Job Description: Level 2 Helpdesk Technician - Network Operations Center (NOC)

The Level 2 Helpdesk Technician provides advanced technical support and serves as an escalation point within the Network Operations Center (NOC). This role involves diagnosing and resolving more complex IT issues related to networks, servers, and systems while ensuring minimal downtime and optimal system performance. The technician also assists with the implementation of operational procedures and supports Level 1 technicians when needed.

Responsibilities:

• Analyze and resolve escalated technical issues, including network connectivity, server performance, and application errors.
• Monitor and manage network, server, and system alerts, ensuring proactive problem resolution.
• Perform advanced troubleshooting and root cause analysis for recurring issues.
• Collaborate with Level 1 technicians to mentor and guide troubleshooting efforts.
• Implement system updates, patches, and configurations as required.
• Document detailed resolutions, processes, and updates in the ticketing system.
• Coordinate with third-party vendors and senior engineers for issue resolution when necessary.
• Ensure adherence to SLAs (Service Level Agreements) for incident and problem management.

Qualifications:

• Strong understanding of IT infrastructure, including networking protocols, server administration, and virtualization.
• Experience with monitoring tools, ticketing systems, and remote support tools.
• Excellent problem-solving and analytical skills with a focus on customer satisfaction.
• Relevant certifications such as CompTIA Network+, Security+, or Microsoft certifications (preferred).
• Ability to work in a 24/7 NOC environment and manage multiple tasks effectively.
• This position is ideal for IT professionals looking to deepen their expertise and advance their careers in a dynamic and technical NOC environment.

ATD Technology, LLC is a certified minority woman owned business that creates opportunities to match qualified individuals with client programs while meeting all parties' financial and technical goals. ATD is a full service provider with offerings in Contract, Permanent and Temp-to-Perm staffing solutions. We serve Fortune 1000, mid cap and small cap companies in the Commercial, Public and Government sectors.