NOC Technician

As a NOC Technician at Dojo Networks, you will provide Tier 2 and Tier 3 support in a dynamic, collaborative remote environment. You'll own escalated tickets from our Tier 1 call center team and take full responsibility for resolving complex network issues end-to-end. When issues require boots on the ground, you'll also coordinate and support on-site service dispatch. This role is ideal for someone who is passionate about networking, thrives on solving problems, and takes pride in delivering exceptional customer service.

This position includes some evening and weekend work., * Provide Tier 2 and Tier 3 technical support for all Dojo Networks customers, handling escalations from Tier 1 via Zendesk

• Diagnose and resolve issues across the full network stack - including building switches, site routers, unit-level access points, and wireless environments
• Leverage Dojo's proprietary platform, Elemento, to analyze resident data, performance metrics, device connection details, and WiFi diagnostics, and execute remediation actions
• Utilize network monitoring systems, access point controllers, and switch CLI tools to detect, isolate, and address network issues
• Design, deploy, and manage physical and virtual wired and wireless network equipment as needed
• Assist with CAT5/6 cabling, terminations, and low-voltage infrastructure

NOC Operations

• Monitor ticket queues and manage inbound/outbound calls, SMS, email, chat, and AIgenerated support tickets
• Proactively monitor alerting and SNMP systems to identify network alarms, degraded performance, and outages before they impact customers
• Respond to customer escalations in a timely and professional manner
• Communicate clearly and effectively with teammates, Tier 1 staff, field technicians, and cross-functional colleagues
• Deliver "Knock Your Socks Off" customer service on every interaction

Service Dispatch Coordination

• Schedule and support service dispatches across all managed properties, stemming from open tickets, change management initiatives, or preventive maintenance
• Coordinate with third-party contractors, Dojo field technicians, property management teams, and residents to plan and execute on-site visits
• Track and document dispatch outcomes to ensure proper ticket closure and follow-up

Documentation & Knowledge Base

• Create and maintain knowledge base articles for internal and external audiences
• Document troubleshooting procedures, common solutions, and network configurations to improve team efficiency and self-service options
• Keep network documentation updated as changes are made
• Actively contribute to the ongoing improvement of NOC processes and standard operating procedures

Do you have a valid Driver's License license?, Do you have experience in Ticketing system technical support?, * Solid understanding of networking concepts including TCP/IP, DNS, DHCP, VLANs, WiFi, and Ethernet/low-voltage cabling

• Strong written and verbal communication skills with a customer-first mindset
• Ability to manage multiple open tickets and prioritize effectively in a fast-paced environment
• High attention to detail and strong organizational skills
• Ability to self-motivate and work independently, both remotely and in the field
• Valid driver's license and clean driving record
• Must be a US citizen, non-felon; ongoing background checks required, * 3+ years of relevant experience; minimum AS degree or equivalent work experience
• Experience with ticketing systems such as Zendesk, ServiceNow, or similar
• Familiarity with switch CLI (Cisco, Ruckus, Juniper, or similar)
• Experience with enterprise wireless platforms (Ruckus, Cambium, Cisco, Ubiquiti, or similar)
• Prior experience in an ISP, MSP, or NOC environment
• Experience with network provisioning automation and monitoring/logging solutions
• Ability to terminate CAT5/6; fiber splicing experience a plus
• CompTIA Network+, CCNA, or equivalent certification (or in progress), * * What is your experience with managed Wi-Fi controllers (e.g., Ruckus, Cisco, TP-Link, Edgecore)?
• Can you describe your experience with networking equipment such as Cisco or Ruckus switches, MikroTik, and battery backups?
• Do you have experience utilizing ticketing systems and providing phone and email support?
• Are you experienced in installing low-voltage cabling and terminating CAT 6?
• What are your salary expectations for this role?

$40,000 - $60,000 a year - Permanent, Full-time, Pulled from the full job description

• Tuition reimbursement
• AD&D insurance
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance, What We Offer
• 100% remote position with all equipment provided
• Hands-on training with Dojo Networks tools and systems, including Elemento
• Mentorship and growth opportunities within the NOC team
• A collaborative, mission-driven team culture focused on keeping communities connected
• Medical insurance
• 401(k) with company match
• Voluntary Life/AD&D and Long-Term Disability (LTD)
• Paid holidays and paid time off

Dojo Networks is an Equal Opportunity Employer. Employment is at-will. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Pay: $40,000.00 - $60,000.00 per year, * 401(k)

• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Dojo Networks is a growing telecommunications company with over 20 years in business, providing "Knock Your Socks Off" service to Multi-Dwelling Units (MDUs) - including apartment communities, student housing, senior housing, and affordable housing properties across the US. We specialize in fully managed WiFi and internet services, and operate our own fiber metro networks. Our Network Operations Center (NOC) is the backbone of our customer experience, ensuring networks stay healthy, residents stay connected, and properties run seamlessly.