Network Operations Center Agent

Full-time Description

Smartaira is a leading national independent internet service provider specializing in smarter internet and entertainment solutions for property owners and managers. Our mission is to deliver smarter internet solutions, simplify the customer experience, and increase property valuations.

At Smartaira we work diligently to create a culture of service where we believe everyone is a customer and deserves respect, courtesy, and urgent responses. Our philosophy is to treat all our associates, clients, and communities with the same sense of customer service that we live by every day.

Role Summary

The NOC Agent position plays a vital role in ensuring that network operations run smoothly, requiring strong collaboration, technical expertise, and attention to detail to fulfill these duties successfully. Key responsibilities include network monitoring and issue resolution, ticket management, collaboration with other teams, and technical support for the Smart Desk. We rely on our agents for flexibility and foresight, such as responding to critical incidents or addressing high-priority tickets, while maintaining confidentiality related to high-level systems and operations.

Duties & Responsibilities

• Monitor the Smartaira network, identifying network problems and initiating prompt action.
• Configure and troubleshoot switching fabric, including identifying and resolving issues with specific devices.
• Document network sites and verify monitoring tools are active and accurate.
• Review Network KPIs for performance trends and optimization opportunities.
• Assist with escalated tickets and contribute to the coordination of special projects.
• Support Construction/Field Services teams during new property installations and maintenance activities.
• Provide mentorship to interns, supporting them in fulfilling their internship requirements.
• Support the NOC Manager with additional tasks as needed.
• Work weekends as scheduled, and holiday rotation as part of the team.
• Perform other directives as required.
  
  

Requirements

Skills & Abilities

• Knowledge of CLI commands and configurations for network devices.
• Proficiency in managing diverse equipment brands and technologies.
• Excellent interpersonal and customer service skills.
• Professional and pleasant telephone manners.
• Organized and detail-oriented with excellent follow-through skills.
• Strong communication skills, both oral and written.
• Proficient with Microsoft Office Suite or related software.
• Strong analytical and problem-solving skills.
• Flexibility to work outside of normal business hours when required.
  
  

Education & Experience

• Associate’s degree in a related field or 2 years of experience.
• CompTIA A , Network and CWNA certifications are preferred.
  
  

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift to 15 pounds at times.
  
  

Benefits

• 401K
• PTO & Holidays
• Medical, Dental, Vision, Medical FSA
• Voluntary Benefits: Life, AD&D, Disability, Commuter Benefits