Aunalytics is a data and AI company. We build the data foundation that makes AI work in the real world, and we pair that technology with the hands-on expertise and guidance our clients need to see business impact. We apply our data and AI approach to IT services and to financial institutions. With well over a decade of experience, a proprietary platform, and a team of data scientists, engineers, and industry experts, we're a trusted partner for midsized businesses across the U.S. We're headquartered in South Bend, IN with offices in Michigan, Ohio, and New Jersey. If you want to do meaningful work at a company where your contributions move the needle for clients, for the business, and for the team around you, you'll fit right in here.
Position Overview
Our Network Operations Center (NOC) team is the frontline defense against network disruptions, ensuring the stability, security, and performance of our clients’ environments around the clock. Operating 24/7, the NOC proactively monitors network health, detects anomalies, and takes swift action to prevent or resolve issues.
As a NOC Technician, you will be responsible for troubleshooting and remediating network and system support incidents, often identified through monitoring and management tools. In addition to proactive monitoring and problem resolution, this role includes answering client calls during the organization’s after-hours period, providing responsive and professional support when it’s needed most.
Position Schedule:
- Primary Schedule – 10am – 9pm Friday, Saturday, Sunday, and Monday
- Alternate Schedule – While the primary schedule is as stated above, candidates must be willing and able to work alternate days (including Holidays, Tuesdays, Wednesdays, Thursdays) up to 5% of the time to cover for colleagues on PTO.
- Schedule flexibility is a key requirement for this position.
Essential Duties & Responsibilities:
Provide Multi-Client Support:
- Troubleshoot and resolve assigned client support requests, which may include:
- Network security and firewall issues (Internet access, VPN, DNS)
- Network switching/routing issues (wireless access)
- Server performance issues (data/voice circuit performance)
- Enterprise productivity applications (Microsoft Office, Exchange, O365)
- Server-based OS support, directory services, and complex end-user issues
Network & Systems Monitoring
- Address network and systems alerts and alarms, including:
- Utilize remote monitoring and management tools to proactively support network and system health
Cloud & Data Center Services
- Support cloud and data center operations, including:
- Offsite backup, anti-spam/anti-virus, and collaboration platforms
- Virtual servers, cloud hosting, and DNS administration
- Equipment inspections and “Smart Hands” services for colocation
- Data center inspections, maintenance protocols, and facility rounds
- Data center check-in, escort procedures, and security compliance
Manage Incidents, Requests, and Service Levels:
- Log, categorize, prioritize, and diagnose incidents, alerts, and service requests.
- Collaborate with cross-functional teams including engineers, data center operations, and vendors to resolve complex issues, support maintenance activities, and execute emergency response protocols.
- Process service and change requests by completing required documentation in accordance with procedures for new users, terminated users, and departmental or organizational changes.
- Ensure all support services are delivered in alignment with defined Service Level Agreements (SLAs)
Required Skills:
- Degree in a technical field strongly preferred, but not required
- Minimum of one year of experience in IT support, help desk functions, or a related technical role ideally in an MSP setting.
- Engineer-level or Vendor certification preferred (i.e. MCSE, CCNP, MCITP)
- Basic understanding of networking / troubleshooting
- Tech savvy with an ability to quickly learn new technical concepts and skills
- Highly developed customer service skill set
- Strong technical knowledge of various systems, software, and hardware (including troubleshooting and setup) using RMM and other dashboard tools
- Must be able to communicate effectively, both verbal and written, with a broad range of individuals at all levels.
- Resourceful in getting things done, self-starter, productive working independently or collaboratively – ours is a fast-pace entrepreneurial environment with performance expectations and deadlines
- Inquisitiveness and an eagerness to learn new technologies and apply concepts to real world problems
- Share our values: growth, relationships, integrity, and passion
What's in it for You?
- Opportunity to work with a rapidly expanding tech company
- Opportunity to work with cutting-edge technology in a casual, fun environment
- Opportunity to be a part of a local company committed to making a difference in our community
- Competitive salary and benefits package including health, vision, dental, and life insurance
