NOC Technician

Responsibilities

• Ensure high availability and maximum uptime in SaaS environments by monitoring infrastructure, applications, and network systems
• Proactively identify anomalies, threshold breaches, and performance bottlenecks
• Respond to alerts and incidents in real time, performing initial triage and troubleshooting across Windows/Linux servers
• Validate application availability through endpoint checks and API monitoring
• Execute routine operations including system health checks, patching, maintenance, and backups using AWS tools
• Contribute to the creation and improvement of SOPs, runbooks, and knowledge base articles
• Participate in Change Management and Change Control processes
• Maintain accurate records in ticketing systems aligned with ITIL processes
• Participate in 24/7 shift handovers to ensure clear communication of system status

Requirements

• Associate’s or Bachelor’s degree in IT, Networking, or a related field
• 2–5 years of experience in a NOC, Cloud Operations, or Network Support environment
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN)
• Strong knowledge of Linux and Windows operating systems
• Hands-on experience with monitoring tools like Zabbix, Grafana, Prometheus, Sumo Logic, or Datadog
• Understanding of ITIL practices (Incident, Change, and Problem Management)
• Experience troubleshooting SaaS application performance and cloud-based service disruptions
• Willingness to work in a 24/7 shift-based support model
• Working knowledge of AWS

Preferred Qualifications

• AWS certifications (Solutions Architect or DevOps Engineer)
• Experience with hybrid cloud environments and migrations
• Familiarity with Azure or GCP
• Knowledge of database management (RDS, DynamoDB) and caching (Redis, ElastiCache)
• Basic scripting knowledge in Shell or Python

About the Company

Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. Acqueon, part of the ecosystem, provides conversational engagement software that helps brands orchestrate campaigns and engage consumers via voice, messaging, and email.