Network Operations Technician

Job Description

The NOC Technician is the first line of defense in monitoring network performance, responding to alerts, and addressing customer issues. Operating 24/7, this role ensures the integrity and stability of the ISP’s backbone and last-mile fiber services. The NOC Technician also provides help desk support to end users (ISP customers), assisting them with connectivity issues, basic troubleshooting steps, and escalating complex issues to higher-tier support as necessary. 

Responsibilities

• Network Monitoring and Alert Response: 

• Continuously monitor network performance and health using SolarWinds, SNMP traps, Syslog data, and vendor-specific tools from Ciena and Calix. 

• Acknowledge and respond to alarms, alerts, and performance degradation indicators promptly, following standard operating procedures for resolution or escalation. 

• Issue Troubleshooting (Tier 1): 

• Perform basic triage of network-related issues, including connectivity, latency, and authentication problems. 

• Escalate complex or persistent issues to Tier 2 or Tier 3 engineers as required. 

• Customer Help Desk Support: 

• Address inbound calls, chats, or tickets from ISP customers experiencing service issues, guiding them through basic troubleshooting steps. 

• Document all customer interactions and solutions provided, ensuring a positive support experience. 

• Documentation and Reporting: 

• Maintain updated shift logs, ticketing records, and incident reports for all network events and customer interactions. 

• Provide feedback to the engineering team regarding recurring issues or observed patterns to facilitate improvements. 

• Compliance and Security: 

• Adhere to established security policies, including proper use of RADIUS and MFA tools for network access. 

• Ensure sensitive customer and network information is handled in accordance with company guidelines. 

• Must be able and willing to work on call during nights, weekends, and holidays. 
• This position has no supervisory responsibilities.

• Must be able to perform other duties as assigned. 

Qualifications

High school diploma or equivalent required.

Associate’s degree or relevant certifications (e.g., CompTIA A+, Network+) preferred. 

Minimum 1-2 years of experience in a help desk, NOC, or similar technical support role. 

Basic understanding of IP networking, DNS, DHCP, and internet connectivity fundamentals. 

Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical users. 

Willingness to work in a 24/7 environment, including nights, weekends, and holidays as required. 

Working Conditions and Physical Requirements  

Weather: Indoors - environmentally controlled; requires most or all work to be done inside. While performing the duties of this job, the employee is occasionally exposed to severe weather conditions. 

Noise level: The noise level in the work environment is usually moderate. 

Description of environment: Office building with standard office environment. The employee is occasionally exposed to moving mechanical parts; high, precarious places; and risk of electrical shock. 

Physical requirements:  Employee is required to frequently lift and/or move up to 50 lbs and occasionally lift and/or move up to 100 lbs. Frequently required to sit, stand, walk, use hands/fingers to handle or feel, climb, stoop, kneel, crouch or crawl, talk/hear, see, taste/smell, and carry weight/lift. 

Travel: Yes. Must be willing and able to travel, as required, to job sites which may include the use of small planes and boats.