Network Operations Center Technician

NOC Technician - US Citizen ONLY

Locations: Melville, NY • Rochester, NY • Doral, FL

Schedule (Set Weekly):

• Friday: 2:00 PM – 1:00 AM (1-hour lunch)
• Saturday: 2:00 PM – 1:00 AM (1-hour lunch)
• Sunday: 2:00 PM – 1:00 AM (1-hour lunch)
• Monday: 2:00 PM – 1:00 AM (1-hour lunch)

Role Overview

The NOC Technician is responsible for monitoring critical network events, initiating incident response, performing high-level triage, and managing escalations and notifications within a 24x7x365 operations environment. This role requires direct communication with customers, collaboration with Tier 2 support teams, and the ability to diagnose hardware, software, and system issues efficiently.

Key Responsibilities

• Monitor all critical network systems 24x7x365 and answer inbound customer support calls.
• Create tickets, document issues, and perform initial triage to determine severity and customer impact.
• Monitor network alarms, investigate alerts, and initiate troubleshooting steps based on documented runbooks.
• Resolve issues when possible; escalate to internal support teams when outside defined resolution scope.
• Maintain ownership of incident tickets from creation through closure, ensuring proper tracking and progression.
• Communicate directly with customers to provide updates and status notifications.
• Send incident updates and escalations to internal teams, engineers, management, and customers as required.
• Verify resolution, close tickets, and document all necessary details.
• Conduct thorough and accurate handoff of active tickets during shift changes.

Required Experience

• High School Diploma or equivalent experience.
• 1–2 years of experience in telecommunications or a related technical environment.
• Strong work ethic and the ability to multitask in a fast-paced NOC environment.
• Ability to work both independently and under supervisory direction.
• Excellent analytical, problem-solving, and decision-making skills.
• Strong written and verbal communication abilities.
• Understanding of telecommunications concepts, industry best practices, and operational procedures.

Technical Skills (Preferred)

• Knowledge of SONET, IP subnetting, Layer 2/3 routing.
• Familiarity with DWDM and dark fiber services.
• Experience with platforms such as:
• Ciena optical systems
• Cisco optical platforms
• Infinera
• Juniper MX and EX series
• MRV switches
• Cisco routers and switches
• Understanding of NMS/EMS systems for alarm navigation and troubleshooting.
• Experience with Layer 2/3, BGP, IPv6, and/or JUNOS is a plus.