Job description
We are Sourcepass, an IT consulting company (MSP) with a rich history of providing network support and innovative solutions since 2001. Our expertise spans IT services, cloud computing, and security, that tailor the right technologies to specific industries and business strategies. Sourcepass aims to be different. It is owned and operated by technology, security, and managed services experts who are passionate about delivering an IT experience that clients love.
Sourcepass has acquired and continues to acquire companies across all avenues of technology bringing more than 40 years of expertise to all of our service areas.
Today, Sourcepass comprises over six hundred employees serving more than two thousand clients across twenty unique vertical markets. And the best is yet to be.
Our achievements speak for themselves: named to the Inc. 2022 Best in Business list, honored with two 2023 Stevie® Awards, listed on CRN’s 2023 Solution Provider 500, and recognized in Gartner’s 2024 Magic Quadrant™. Most recently, we were awarded PAX8’s 2024 Partner of the Year and designated as Microsoft CoPilot MVP. We take pride in these accolades and continue to push boundaries in the IT consulting industry.
Join us and be part of our journey toward even greater accomplishments.
POSITION SUMMARY
As a NOC Technician, you will play a vital role in ensuring customer success by delivering world-class IT services, proactive maintenance, monitoring, backup and recovery, and infrastructure security. You will also handle alert management, contributing to prompt resolutions, escalations, and continuous service improvement.The schedule for this position is Monday - Thursday 8am-7pm EST.
RESPONSIBILITIES
NOC Services
Maintain antivirus deployments and ensure updates are validated.
Perform endpoint software upgrades and resolve failed Windows updates.
Schedule server reboots and manage installations of missing feature updates.
Deploy, configure, and troubleshoot backup agents and policies.
Conduct file recoveries and full system restorations.
Oversee DNS filtering and LogMeIn maintenance.
Alert Monitoring and Resolution
Continuously monitor alert systems and respond to new tickets in a timely manner.
Perform initial assessments to determine alert severity and potential impacts.
Attempt first-touch resolutions using documented procedures.
Accurately document troubleshooting steps and observations in the ticketing system.
Ticket Management
Review, prioritize, and complete assigned tickets.
Proactively address unassigned tickets within your skillset.
Ensure all timesheets are completed daily and submitted weekly.
Communication and Escalation
Engage with internal teams and customers to gather necessary information and provide updates.
Escalate complex issues to specialized teams with complete documentation.
Follow up on escalated tickets to ensure timely resolutions.
Continuous Improvement
Provide feedback to enhance processes and resolution procedures
Contribute to the knowledge base with troubleshooting steps and solutions
Participate in training and development to stay current with industry tools and best practices
Reporting and Compliance
Adhere to company policies for ticket handling and escalation
Generate and analyze performance metrics for alert and ticket management
DESIRED SKILLSET/EXPERIENCE
- PSA/RMM Tools: CW Manage PSA, CW RMM
- Backup Solutions: Acronis, Datto Backups
- Networking Equipment: Meraki Switches, Cisco, SonicWall, Fortinet, HP Appliances, Ruckus
- Desktop/Server OS: Windows, MAC, Linux
- Hypervisor: VMware, Microsoft Hyper-V
- Industry best practices for monitoring and maintaining IT systems
- Strong technical proficiency with monitoring and resolution tools
- Exceptional troubleshooting and problem-solving skills
- Highly detail-oriented and organized
- Motivated to earn industry certifications (with company support)
- Proven ability to manage multiple priorities and follow through to completion
- Collaborative team player with a focus on delivering exceptional service
This is an independent contractor position.
