Tier 1 NOC Technician

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.

• 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

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

• 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

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

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

• 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

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

• 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

• Must pass a background check
• Must have a clean driving record