The
NOC Technician is responsible for providing frontline technical monitoring and support for the organization's network infrastructure. This role involves real-time monitoring of network events, performing initial incident triage, managing escalation workflows, and directly communicating with internal teams and external customers. The technician plays a key role in ensuring network stability and uptime by responding promptly to alarms, issues, and customer inquiries in a 24x7x365 environment.
Key Responsibilities:- Monitor all critical systems and infrastructure using NMS/EMS tools in a 24x7x365 operational environment.
- Receive and respond to customer support calls and system alarms; log issues and create incident tickets using the ticketing system.
- Perform initial triage and troubleshooting of network incidents to determine the root cause and impact.
- Classify and prioritize issues based on urgency, scope, and customer impact.
- Resolve incidents using runbooks and standard operating procedures when applicable.
- Escalate unresolved or high-impact issues to Tier 2/Tier 3 teams or appropriate internal support groups following established escalation protocols.
- Maintain ownership of incidents through resolution by continuously monitoring ticket progress and ensuring timely updates.
- Communicate effectively with customers and internal stakeholders, providing real-time updates, notifications, and post-resolution summaries.
- Participate in and maintain detailed shift handovers to ensure issue continuity and accountability.
- Assist in documenting new procedures and updates to existing runbooks as technologies and processes evolve.
Required Qualifications:- High School Diploma or GED required; Associate degree in IT, Networking, or related field preferred.
- 1-2 years of experience in a Network Operations Center, telecom support role, or related technical environment.
- Solid understanding of networking concepts including IP addressing, subnetting, BGP, Layer 2/3 routing, and VLANs.
- Basic to intermediate experience working with SONET, DWDM, and dark fiber technologies.
- Familiarity with network hardware such as:
- Ciena, Cisco Optical, Infinera, MRV, Juniper MX/EX, Cisco routers/switches
- Experience using network monitoring and management systems (NMS/EMS) for diagnostics and alarm resolution.
- Strong problem-solving and critical thinking abilities; able to work independently or under minimal supervision.
- Strong written and verbal communication skills; able to clearly document incidents and procedures.
- Ability to thrive in a fast-paced, 24/7 operations environment with shifting priorities.
Preferred Qualifications:- Experience with ticketing systems such as ServiceNow, Remedy, or similar platforms.
- Working knowledge of JUNOS OS (Juniper), IOS (Cisco), or equivalent CLI environments.
- Exposure to IPv6 configuration and troubleshooting.
- Previous experience supporting large carrier networks or data center environments.
Soft Skills:- Strong attention to detail and a high level of accuracy.
- Excellent time management and organizational skills.
- Strong customer service mindset with the ability to stay calm under pressure.
- Willingness to work night shifts, weekends, holidays, and on-call rotations as needed.