Are you inspired by the idea of supporting our nation's critical infrastructure and securing communications for first responders, utilities, and transportation? Are you an independent, self-motivated individual contributor also capable of rolling up your sleeves and supporting your teammates when unexpected challenges arise? Company Overview Eastern Communications, Ltd. is a critical communications provider based in Long Island City, Queens, NY. Founded in 1976, and acquired from original ownership in 2020, Eastern provides infrastructure, technical services, field replacement parts, and maintenance to a range of end users including public safety, transportation, utilities, and the federal government. The company has earned its exceptional reputation for delivering the highest quality products and services over its 40+ year history. In February 2023, Eastern acquired Marshalltown, Iowa-based RACOM Corporation, and now comprises 200 employees across 16 locations nationwide.
Role Overview We are seeking a dedicated Network Operations Center (NOC) Technician to join our team in maintaining Land Mobile Radio (LMR) communication systems for our customers. As the first point of contact, the NOC Technician will utilize core competencies in customer service, network monitoring, and technical support to ensure seamless communication. This role requires collaboration with other technicians, operators, internal stakeholders, customers, and third-party vendors to provide 24/7 support. While prior experience is preferred, we are committed to training the right candidate in these essential skills. Duties and Responsibilities Include:
- Monitor Systems: Continuously oversee the performance and stability of LMR communication networks using specialized monitoring tools to detect and address anomalies promptly.
- Incident Management: Log and document all incidents, detailing defects and resolutions to maintain an updated knowledge base and facilitate continuous improvement.
- Customer Support: Serve as the initial contact for clients reporting network issues, providing timely and effective communication to ensure customer satisfaction.
- Troubleshoot Issues: Identify and resolve basic problems with communication systems and end user devices, following standard operating procedures (SOPs). Collaborate with field technicians and escalate complex issues to higher-level support when necessary.
- Report Generation: Prepare routine reports on incident tracking, outages, and maintenance activities to inform management and clients.
- Collaboration: Work closely with other technicians, operators, internal stakeholders, customers, and third-party vendors to ensure smooth operation of customers' communication systems.
Qualifications:
- Education and Experience: Candidates with 3-4 years of relevant experience in network monitoring, technical support, or a call center environment are preferred.
- Soft Skills: Excellent communication abilities, both verbal and written. Strong problem-solving skills, attention to detail, and the capacity to work effectively under pressure.
- Technical Skills: Familiarity with or willingness to learn the following aspects of LMR communication systems:
- Radio Equipment Operation: Understanding the functionality and operation of handheld portable radios, mobile radios, base stations, and repeaters.
- System Infrastructure: Comprehension of the components that constitute LMR systems, including networks that connect base stations, towers, and repeaters.
- Frequency and Spectrum Management: Knowledge of VHF and UHF frequency bands and their applications in LMR systems.
- Troubleshooting Techniques: Ability to diagnose and address common and frequent issues within LMR communication systems.
Availability
- Standard working hours are 8:00 AM to 5:00 PM, Monday through Friday. However, candidates must be willing to cover additional shifts, including nights, weekends, and holidays, to ensure 24/7 network support, especially in cases where other technicians and/or operators are unavailable.
What we Can Offer You
- Competitive salary with growth potential.
- Health, dental, and vision insurance.
- Paid Parental Leave
- 401k with up to 3% match.
- Paid holidays, vacation, and sick days.
- Ongoing technical training.
- Advancement opportunities.
- Safe, clean, and friendly work environment.
Salary Range does not include benefits or bonus opportunities. If you are a talented and experienced Network Control Technician who is looking for a challenging and rewarding opportunity, we encourage you to apply.
$49,000 - $65,000 a year
Compensation details: 0 Yearly Salary
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