NOC Technician

Job Summary

The NOC Technician is responsible for monitoring and maintaining the PowerLine infrastructure and systems to ensure optimal performance and availability. This role involves troubleshooting issues, responding to alerts, and providing technical support to resolve incidents in a timely manner.

Key Duties

• Monitor claim transactions for failures and issues
• Monitor network performance and system alerts using various monitoring tools
• Respond to and resolve technical incidents and service requests in a timely manner
• Communicate service disruptions to internal and external partners
• Perform routine maintenance and updates on PowerLine equipment and systems
• Document incidents, resolutions, and maintenance activities in the ticketing system
• Collaborate with other IT teams to diagnose and resolve complex issues
• Assist in PowerLine configuration, setup, and implementation of new systems
• Ensure adherence to established protocols and procedures for security and uptime
• Provide support during scheduled maintenance windows and outages
• Generate reports on performance and incidents for management review
• Stay update to date on industry best practices and emerging technologies

Education/Training

• Associate’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)

Required Work Experience/Skills

• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, etc.)
• Familiarity with network monitoring tools (e.g., Nagios, SolarWinds, PRTG)
• Strong troubleshooting skills and attention to detail
• Excellent communication skills, both verbal and written
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously
• Willingness to work in shifts, including nights and weekends, as required

Preferred Work Experience/Skills

• Experience in a NOC environment or similar technical support role
• Familiarity with pharmacy claim routing is a plus
• Networking certifications (e.g., CompTIA Network+, CCNA) are a plus
• Knowledge of operating systems (Windows, Linux) and basic scripting skills
• Knowledge of systems running AWS is a plus

Discretionary Judgment

• Uses independent judgment and discretion based upon the employee’s experience in the position and knowledge of the products, equipment, and services
• Uses good judgement and possesses ethical work values

Physical Demands, Working Conditions, and General Employment Guidelines

• Moderate or high levels of stress may be experienced in the performance of the job
• Position is performed in a general office environment, home office, or approved remote workspace where physical work includes, but is not limited to, sitting, standing, reaching, kneeling, bending, and lifting to 25 lbs.

Equipment

• Daily use of the Microsoft Teams (phone), computer, printer, and other routine office equipment
• Must have internet access

Safety to Self and Others

• Little responsibility for safety of others. Job is performed in an office setting where there are no hazardous materials or equipment

Working Conditions/Hazards

• Position is performed in an open office environment or approved remote work location

Work Location

• RedSail Office/Hybrid