Network Operations Center Technician

Roles and Responsibilities:

• Monitor and maintain computer networks and systems to ensure optimal performance and stability.
• Ensure the reliability and stability of telecommunications infrastructure.
• Respond to network alerts and troubleshoot issues efficiently.
• Perform regular network performance checks and report on system health.
• Coordinate with field technicians and engineers for maintenance and issue resolution.
• Maintain accurate records of outages, incidents, and quality control measures.
• Execute incident response protocols for remote and cloud operations.
• Manage ServiceNow Incident, Change, and Problem Management workflows.
• Conduct remote network surveillance and respond to events proactively.
• Triage and resolve network incidents within defined SLA timelines.
• Collaborate with subject matter experts for complex troubleshooting scenarios.
• Provide customer-facing support via phone, email, and portal interactions.
• Communicate effectively with stakeholders during service-impacting events.
• Manage vendor tickets and ensure timely resolution of third-party issues.

Qualifications & Skills:

• Strong knowledge of IP networking and related protocols.
• Experience with network monitoring tools and performance analysis.
• Minimum 1 year of experience troubleshooting IP connectivity and hardware errors.
• Proficiency in VPN, BGP, MPLS, and SIP protocols.
• Ability to read and interpret network diagrams (e.g., Visio).
• Strong analytical, problem-solving, and documentation skills.
• Ability to work under pressure and respond to incidents quickly and effectively.

Preferred Skills:

• Experience in Network Operations or Telecommunications.
• Certifications: Network , Cisco CCST/CCNA.
• ITIL Certification.
• Experience with AWS Cloud surveillance and monitoring tools.