Tier 1 NOC Technician

Hurricane, WV

Full Time

Entry Level

Company: Netranom
Job Title: Tier 1 NOC Technician
Location: Hybrid — West Virginia and surrounding areas
Job Type: Full-time
Schedule: Day Shift with on-call rotation

About Netranom
Since 1998, we’ve been helping businesses across Appalachia navigate the rugged terrain of technology with confidence and clarity. At Netranom, we don’t just provide IT services—we equip, guide, and walk alongside organizations as their digital outfitters. Our team is local, experienced, and easy to work with. We’re here to make life easier, not more complicated.

Position Summary
Netranom is hiring a Tier 1 NOC Technician to provide first-line technical support and incident triage for end users and managed environments. This role focuses on resolving common access, email, collaboration, and workstation issues; executing standard user onboarding workflows; and handling initial response for connectivity incidents and low-severity alerts.

Key Responsibilities
Account Access & Authentication

End user verification
Password resets, account unlocks, and account creations
MFA/token setup and troubleshooting
Basic permissions checks and access request submission
Standard distribution list membership updates
Shared mailbox access requests

Email & Collaboration Support

Basic email sign-in and sync troubleshooting
Basic audio/video troubleshooting for meetings and calls
Common login issues and end-user “how-to” assistance

Endpoints, Printing, and Peripherals (Basic)

Basic OS issues and simple device setup
Printer mapping, queue selection, and default printer configuration
Basic peripherals support (e.g., keyboards, mice, headsets, docks)
Approved application installs/upgrades using established approval workflows

Security/Monitoring & Incident Triage (Initial Response)

Review and respond to low-severity alerts following documented procedures and escalation criteria

Connectivity & Outage Coordination

Start and manage internet outage tickets, including service provider calls and basic outage coordination
Apply known VPN fixes; escalate complex or non-standard cases

Onboarding & Requests

New user onboarding using standard workflows and checklists
Equipment requests/status checks by referencing the appropriate internal owner/process and closing tickets with clear notes

Teamwork & Development

Maintain clear ticket documentation (steps taken, results, and next actions)
Shadow Tier 2 technicians when Tier 1 volume is low to build technical skills

Qualifications

1–2 years of experience in technical support, service desk, NOC operations, or equivalent hands-on experience
Strong customer service mindset and clear written/verbal communication
Comfortable following checklists/runbooks, prioritizing work, and escalating appropriately
Working knowledge of troubleshooting fundamentals related to:
- User access (passwords, MFA, basic permissions concepts)
- Email and collaboration tools (sign-in/sync and basic meeting A/V)
- Basic endpoint, printing, and peripheral issues
- VPN/connectivity basics

Additional Requirements

Must pass a background check
Must have a clean driving record

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