What are the responsibilities and job description for the Network Operations Center Technician position at SourceFactor?
Network Operations Center Technician
Shift: 24/7/365 support environment (8-, 10-, or 12-hour shifts including nights, weekends, holidays)
Overview:
We're seeking a motivated NOC Technician to perform Tier 1 monitoring and support of a satellite and terrestrial communication network. This role is essential for ensuring the continuous performance, reliability, and uptime of critical systems across North America.
Key Responsibilities:
- Monitor network alarms and system health across satellite and terrestrial infrastructure
- Triage alerts, identify potential service issues, and initiate incident response procedures
- Escalate issues or execute restorations as per defined protocols
- Manage inbound customer inquiries, cases, and communications
- Create incident and change request tickets (CRQs) and maintain detailed logs
- Provide regular updates through internal and external notifications
- Support change management, shift transitions, and incident postmortems
- Collaborate with Tier 2 support and other internal teams
- Assist in training and knowledge transfer for new NOC staff
Qualifications:
- Associate degree or related technical certification; degree in engineering or computer science is a plus
- 3–5 years of experience in satellite, telecommunications, or network operations environments
- Strong troubleshooting and problem-solving skills under pressure
- Ability to work independently, manage multiple tasks, and follow established procedures
- Excellent communication, organization, and documentation skills
- U.S. Citizen or Green Card Holder required (ITAR compliance)
Preferred Skills:
- Experience with tools such as ServiceNow, Grafana, PRTG, CiscoWorks, SiteScan
- Familiarity with ITIL practices (Incident/Change Management)
- Certifications like CCENT or CCNA
- Working knowledge of Linux/Unix, XML, HTML
- Experience with databases (MS Access, MySQL, Oracle) and MS Office, including Access
All candidates must be a US Citizen or Permanent Resident (Green Card Holder) to comply with US Government ITAR regulations.