Job Description

The NOC Technician is responsible for providing frontline technical monitoring and support for the organization’s network infrastructure. This role involves real-time monitoring of network events, performing initial incident triage, managing escalation workflows, and directly communicating with internal teams and external customers. The technician plays a key role in ensuring network stability and uptime by responding promptly to alarms, issues, and customer inquiries in a 24x7x365 environment.

Key Responsibilities:

• Monitor all critical systems and infrastructure using NMS/EMS tools in a 24x7x365 operational environment.
• Receive and respond to customer support calls and system alarms; log issues and create incident tickets using the ticketing system.
• Perform initial triage and troubleshooting of network incidents to determine the root cause and impact.
• Classify and prioritize issues based on urgency, scope, and customer impact.
• Resolve incidents using runbooks and standard operating procedures when applicable.
• Escalate unresolved or high-impact issues to Tier 2/Tier 3 teams or appropriate internal support groups following established escalation protocols.
• Maintain ownership of incidents through resolution by continuously monitoring ticket progress and ensuring timely updates.
• Communicate effectively with customers and internal stakeholders, providing real-time updates, notifications, and post-resolution summaries.
• Participate in and maintain detailed shift handovers to ensure issue continuity and accountability.
• Assist in documenting new procedures and updates to existing runbooks as technologies and processes evolve.

Required Qualifications:

• High School Diploma or GED required; Associate degree in IT, Networking, or related field preferred.
• 1-2 years of experience in a Network Operations Center, telecom support role, or related technical environment.
• Solid understanding of networking concepts including IP addressing, subnetting, BGP, Layer 2/3 routing, and VLANs.
• Basic to intermediate experience working with SONET, DWDM, and dark fiber technologies.
• Familiarity with network hardware such as:
• Ciena , Cisco Optical , Infinera , MRV , Juniper MX/EX , Cisco routers/switches
• Experience using network monitoring and management systems (NMS/EMS) for diagnostics and alarm resolution.
• Strong problem-solving and critical thinking abilities; able to work independently or under minimal supervision.
• Strong written and verbal communication skills; able to clearly document incidents and procedures.
• Ability to thrive in a fast-paced, 24/7 operations environment with shifting priorities.

Preferred Qualifications:

• Experience with ticketing systems such as ServiceNow, Remedy, or similar platforms.
• Working knowledge of JUNOS OS (Juniper), IOS (Cisco), or equivalent CLI environments.
• Exposure to IPv6 configuration and troubleshooting.
• Previous experience supporting large carrier networks or data center environments.

Soft Skills:

• Strong attention to detail and a high level of accuracy.
• Excellent time management and organizational skills.
• Strong customer service mindset with the ability to stay calm under pressure.
• Willingness to work night shifts, weekends, holidays, and on-call rotations as needed.

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