NOC Agent

Network Monitoring & Incident Management

• Monitor network performance, alarms, outages, and service degradation events.
• Escalate incidents to Engineering, Field Operations, Vendors, and Leadership when appropriate.
• Manage post-outage investigations and assist with Root Cause Analysis (RCA) documentation.
• Provide outage communications and status updates.
• Monitor NOC email queues, escalation mailboxes, Microsoft Teams chats, and operational communication channels.
• Provide advanced support to Field Technicians during installations, repairs, and troubleshooting activities.
• Support property IT contacts and maintenance teams with network-related requests.
• Manage and process operational escalation requests.
• Assist with network device provisioning, activation validation, and troubleshooting.
• Support inventory and equipment requests related to network operations.

accordance with company policy.

• Participate in incident reviews
• Assist with change management validation and maintenance window monitoring.

• Must live in a Central or Eastern Time Zone
• High School Diploma or GED.
• 1+ years of experience in telecommunications, network operations, technical support, or ISP environments.
• CompTIA A+, Network+, or equivalent technical certification.
• Understanding of Layer 1, Layer 2, and Layer 3 networking concepts.
• Familiarity with TCP/IP, DHCP, DNS, VLANs, routing, switching, and wireless networking.
• Strong troubleshooting and analytical skills.
• Excellent written and verbal communication abilities.
• Ability to multitask and prioritize during high-impact outage situations.
• Ability to work independently in a fast-paced operational environment., * Experience supporting ISP, telecommunications, fiber, or managed service provider environments.
• Experience working with Freshdesk, Jira Service Management (JSM)