NOC Technician

You can expect to spend your time accomplishing the following:

• 30% of the time on Objective 1: Event Management
• 25% of the time on Objective 2: Case Management
• 25% of the time on Objective 3: Incident and Request Response
• 15% of the time on Objective 4: Operational Management
• 5% of the time on Objective 6: Research and Independent Study, * Diligently evaluate incoming cases, incidents, problems, and requests to assess their impact and urgency and ensure they are worked on accordingly.
• Consistently communicate with customers through the case management system/phone calls to discuss status updates in a timely and accurate manner.
• Regularly document calls from customers and vendors in the ticketing system with all required information and assign/notify the proper teams.
• Proactively follow up on tickets to ensure timely updates are entered into the ticket and/or problem tickets are created, when necessary, as incidents and requests are completed.
• Promptly respond to all cases, events, incidents, and requests within the defined Service Level Agreement (SLA) targets.
• Urgently perform a thorough investigation and follow-up of events and cases, ensuring no missed outages.
• Effectively coordinate dispatches, including shadowing Dispatch to field locations for Break/Fix, working with the Field team for access procures, and Verifying sparing and equipment required.
• Confidently assist in process creation and refinement and help write standard operating procedures for repetitive tasks.
• Engage in continual professional growth in the networking field by pursuing vendor and technical certifications.
• Expand your skillset, leadership, and management through continual personal development. Specifically using skyline library, participation in skyline training, or additional methods.

• Ownership Mentality - You take full accountability for your tickets and incidents from start to finish
• Drive for Results - You consistently meet SLAs and resolution targets under pressure
• Continuous Learner - You actively seek to expand your technical and professional capabilities
• Detail-Oriented - You catch what others miss and ensure nothing falls through the cracks
• Perseverance - You follow complex issues through to complete resolution
• Service-Focused - You understand that behind every ticket is a customer depending on our reliability, * Bachelor’s degree in computer science or engineering-related field (Preferred)
• 1-2 years of experience working in a Network Operations Center (NOC).
• 1-2 years of Customer Service experience.
• CCNA/JNCIA certifications (or the ability to get one within 90 days of employment) are required.
• Network+/Security+ certifications preferred.
• General competency in networking principles and using ticketing systems such as ServiceNow.
• Working knowledge of network monitoring systems such as Orion.
• Familiarity with T1/Verizon Troubleshooting and repair.
• Strong Microsoft Office Skills
• Strong organizational, verbal, and written communication skills.

Working Conditions: This is a shift-based position that requires 1-2 days of onsite work. Day (8am - 8pm) and Night (8pm - 8am) shifts are available.

Benefits Included:

• Medical Insurance
• Vision Insurance
• Dental Insurance
• FSA Plan
• Paid Time Off
• 401K Retirement Savings Plan
• Training & Tuition Assistance
• Disability & Life Insurance