NOC Technician

The Level 1 NOC Technician serves as the first layer of technical support for UberDisplays customers, responsible for monitoring, documentation, remote troubleshooting, and escalation of LED display systems and related service operations. This role sits within the Service Department and is the first point of contact for incoming support requests., Monitoring & Initial Response

• Monitor incoming support channels - phone, email, Slack, ticketing systems, and monitoring platforms.
• Acknowledge new issues promptly and gather required information before escalation.
• Identify whether issues relate to power, networking, media players, LED processors, receiving cards, modules, content, or customer-side equipment.
• Perform basic health checks using approved tools and documented procedures.

Ticketing & Documentation

• Create and update service tickets and work orders with clear, complete notes.
• Document customer symptoms, troubleshooting steps, photos, screenshots, system status, and next actions.
• Maintain accurate timelines covering customer communication, technician activity, vendor dispatch, and resolution steps.
• Ensure no issues are left undocumented or dependent on verbal handoff.

Remote Troubleshooting

• Assist with basic troubleshooting for LED display systems, media players, controllers, network connections, and customer-reported outages.
• Use approved remote access tools to review system status when available.
• Follow documented troubleshooting procedures before escalating.
• Confirm whether issues are resolved, partially resolved, or require additional support.

Escalation & Coordination

• Escalate unresolved or higher-risk issues to Level 2 support, the NOC Manager, Service Manager, engineering, vendors, or field technicians.
• Provide complete context when escalating so the next person does not restart the investigation.
• Help coordinate service calls, customer updates, and vendor follow-up when directed.
• Track open issues until ownership is clearly transferred or resolution is confirmed.

Customer & Internal Communication

• Communicate professionally with customers, vendors, and internal team members.
• Provide clear, accurate updates - no overpromising, no guessing.
• Ask clarifying questions when needed and confirm next steps with all parties.
• Keep the Service Department informed of urgent issues, outages, and recurring problems., A successful Level 1 NOC Technician consistently demonstrates the following:
• Responds quickly and documents clearly from the first contact.
• Keeps all tickets and work orders current - no stale or missing notes.
• Escalates with complete context, enabling the next person to act immediately.
• Reduces repeat questions and confusion between teams through thorough documentation.
• Contributes to improved customer uptime and Service Department visibility.
• Follows process rather than relying on memory or informal communication.
• Continuously learns the systems and builds toward Level 2 technical capability.

Role Boundaries

The Level 1 NOC Technician is not expected to independently resolve advanced processor configuration, receiving card mapping, complex network failures, firmware-level issues, or engineering-level problems. The expectation is to identify, document, perform approved first-level checks, and escalate with complete handoff notes.

This role is a critical foundation of the Service Department. Doing this job well - quickly, accurately, and with ownership - directly impacts customer uptime and the team’s ability to operate at scale.

Do you have experience in Technical documentation?, * Basic understanding of computer systems, networking, and technical troubleshooting.

• Ability to follow documented procedures and record technical details accurately.
• Strong written communication - clear, concise, and professional.
• Strong attention to detail and consistent follow-through on open items.
• Composure under pressure; ability to stay calm during outages or escalations.
• Willingness to learn LED display systems, processors, media players, and remote support tools.
• Comfortable working with ticketing systems, shared inboxes, remote access tools, and Microsoft 365.

Preferred Experience

• Prior experience in a help desk, NOC, AV, LED, IT support, or field service environment.
• Familiarity with tools such as TeamViewer, Microsoft Teams, Asana, MaintainX, NovaStar, Colorlight, BrightSign, or similar platforms.
• Basic understanding of IP addressing, cabling, media players, display controllers, and signal flow.

Pulled from the full job description

• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

UberDisplays is one of the fastest-growing LED display companies in the country, and our Service Department is at the center of that growth. We design, integrate, and service large-format LED display systems for some of the most demanding environments in the industry - professional sports teams, major universities, live event venues, stadiums, arenas, and entertainment destinations that run on uptime. As we scale, we are building something that has not existed in this space before: a proactive, always-on monitoring operation that catches issues before customers ever know they happened. This is not a traditional break-fix support role. It is the foundation of a service model that will set a new standard for the industry. For the right person, this team represents a real opportunity to grow alongside a company that is moving fast and investing in the people who help it get there.

Everything we do is guided by five core values: Integrity - doing the right thing, always; Collaborate - inspiring teamwork with respect and service; Innovate - fostering creativity to continuously improve and stay nimble; Hustle - displaying the grit that gets the job done; and Fun - celebrating people, ideas, and work with a joyful attitude. We hire people who live these values, not just acknowledge them.