At Summit, we're on the lookout for talent that doesn't just think "outside the box," but brings their own unique perspective to the table. With our relentless pursuit of excellence and curiosity, we lead innovation in our industry. We humanize technology by actively listening to our clients, crafting tailored proposals, and delivering on the promise of technology with precision and purpose. As a Tier I NOC Technician, you will be part of a 24x7 technical support team based in Denver, providing remote support to customers via helpdesk, phone, and email. Your responsibilities include monitoring systems, performing regular patching and reconfiguration, and conducting internal audits to ensure smooth operations. You may also contribute to internal projects aimed at improving infrastructure, optimizing configurations, and documenting recurring issues. A broad technical skill set in troubleshooting, researching best practices, and collaborating with the team is essential. This role aligns closely with the responsibilities of a "System Administrator." Experience with private clouds, web hosting, and Desktop-as-a-Service (DaaS) is highly beneficial. Key Responsibilities:

Monitor and respond proactively to RMM alerts
Reply to customer tickets within 20-35 minutes based on SLA
Resolve high-priority alerts within 45 minutes, collaborating with the team as needed
Provide customer support by answering the NOC support phone line
Follow procedures for handling abuse complaints related to systems and customers
Troubleshoot failed backups and escalate if SLA violations occur
Assist in training and supervising new employees
Complete assigned online training and vendor certifications
Build strong working relationships with clients and team members

Daily Tasks:

Troubleshoot issues related to web hosting, backups, hypervisors, or DaaS as needed
Monitor the helpdesk and provide first-line support for client issues
Collaborate with the team to understand complex environments and create or update documentation
Escalate urgent issues to senior engineers when necessary
Document all actions in the ticketing and asset management systems, maintaining detailed notes
Learn and familiarize yourself with the organization's supported software and hardware
Support various projects as directed by management
Assist with writing and planning documentation as required by management

Company Values:

Collaboration – NOC staff work as a team, relying on their experienced teammates for growth. They ask questions, share ideas for feedback, and contribute to a positive and productive work environment
Vigilance – NOC staff stay aware of changing priorities, adjusting their focus as needed to handle the most urgent tasks based on current workloads
Initiative – NOC staff utilize all available resources—documentation, research, team input, and escalation—to deliver the best outcomes efficiently and flexibly
Attention to Detail – NOC staff ensure issues are thoroughly resolved, seeking long-term solutions and deepening their understanding of the environment and technologies. They rely on evidence, not assumptions
Service – NOC staff hold themselves accountable for delivering quality results to customers. They communicate clearly, promptly, and professionally, using available resources to ensure the best customer experience

Required Skills, Experience, Education, Certification:

Associate or bachelor's degree in computer science or a related field, or equivalent experience
3+ years of experience in a technical support role focused on troubleshooting, preferably in a web hosting environment
Strong skills in note-taking and technical documentation
Proven ability to prioritize and manage multiple tasks effectively
Ability to work both independently and in a team setting
Capability to work efficiently throughout the full shift, with strategic break management
Strong knowledge and experience with both Linux and Windows server environments, including some OS internals
Solid understanding and troubleshooting skills in networking (Layers 2, 3, and 7) and DNS
Experience with web hosting technologies such as web servers, DNS servers, database servers, application servers, mail servers, server runtimes (e.g., PHP, ASP.NET), or hosting panels (e.g., cPanel)
Experience with Hyper-V and a working knowledge of failover clustering
Excellent English communication, customer service, and writing skills
Basic experience with either Windows PowerShell or Linux shell scripting

Physical Requirements:

Ability to sit and work at a computer for extended periods

Preferred Skills, Experience, Education, Certification:

Familiarity with Zendesk
More than 2 years of technical experience in a web hosting environment
Experience with Desktop as a Service (DaaS) environments, particularly FSLogix, Parallels RAS, or Citrix
Proficiency in multiple scripting languages, especially platform-independent ones like Python, Ruby, or Perl
Experience with configuration orchestration tools like AWX
Relevant certifications for any required skills
Supervisory or mentoring experience
Experience contributing to documentation

Benefits: Summit’s total benefit package is highly competitive, designed to support your success at work, at home, and at play – and includes, Flexible Time Off, 401k with an employer match, free employee collocation and cloud account, Life Insurance/Long Term Disability, Health Insurance, Vision Insurance, Dental Insurance, and a fun and casual work environment. Your recruiter will be happy to discuss all that Summit has to offer! Salary: $24 - $34/hour Summit is committed to a diverse and inclusive workplace. Summit is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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NOC Technician - Tier 1