What are the responsibilities and job description for the Network Operations Center Technician position at NextGen | GTA: A Kelly Telecom Company?
NOC Technician - US Citizens 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.