Network Operations Center Technician

OverviewAt Ntrepid, we are a mission-driven provider of managed attribution technologies, specifically designed to support the national security community's operations in the most demanding online environments. Ntrepid is seeking an energetic and motivated Network Operations Center (NOC) Technician with an interest in technical support and a desire to expand their skillset in a fast-paced environment. Ntrepids NOC provides 24/7/365 monitoring and support for all Ntrepid products, deployments, and customers. In this role, you will be responsible for monitoring and user support ticket triage, replicating issues and performing basic troubleshooting, incident escalations, and communicating via email and phone with customers and Ntrepid stakeholders on incident and service request status updates. The ideal candidate will have solid written and verbal communication skills, good problem-solving skills, demonstrated technical aptitude, and a strong drive to learn and expand their skillset.ResponsibilitiesMonitor product deployments and environments via monitoring dashboards, ticketing queue, and smoke testing.Prioritize and triage ticket queue based on defined guidelines and SOPs.Communicate, document, and provide timely updates to customers and Ntrepid stakeholders on incidents, service requests, and change requests via telephone, email, and through ITSM ticketing system.Gather information, replicate issues, conduct basic troubleshooting and incident resolution, thoroughly documenting all steps and actions.Escalate issues to appropriate support teams as required.Perform set of predefined service requests including account creation, password resets, and settings updates.Act as voice of customer, ensuring that the entire organization is working to resolve assigned issues, service and change requests in an expedited manner.Other NOC-related duties as assigned or requested by Support Management Team.QualificationsU.S. Citizenship Required.Hybrid role in Herndon, VA: Tuesdays/Thursdays in person at office required to start.Active Secret Clearance required.Must be able to work swing shift (5:00 PM-1:30 AM ET).2 years job related experience in customer service in technical setting.1-2 years experience with Linux and Windows operating systems.1-2 years experience or relevant education in networks (including basic routing principles, VPNs, TCP/IP) and virtualization/cloud-based technologies (VMWare, AWS, Azure).Experience with troubleshooting and diagnosing problems in technical environment.Experience working in remote setting.Familiarity with enterprise monitoring systems (Grafana, Splunk) preferred.Strong verbal and written communication skills.Great customer service demeanor and attitude.Linux+, Networking+ or other technical certifications a plus.