Network Operations Center (NOC) Technician

Job Summary:

The NOC Tech I is responsible for network monitoring and maintenance of the SONET, DWDM, IP, and Ethernet networks. This role provides in-depth support for the clients Transport network, IP, Ethernet networks, and voice services. As a first responder in the Network Operations Center (NOC), the NOC Tech I triages customer issues, troubleshoots network alarms, creates trouble tickets, and provides updates to customers, ensuring timely resolution of network incidents. The position operates in a 24x7 environment, requiring the ability to prioritize and manage network issues effectively.

In addition to monitoring, the role involves performing basic system administration tasks such as troubleshooting, patching, and automating routine processes. The NOC Tech I also escalates incidents as needed and communicates with other departments, vendors, and customers.

Duties & Responsibilities:

Network Monitoring & Incident Management (80%)

• Monitor, manage, and maintain edge network devices, including telecommunications circuits, routers, switches, firewalls, VoIP systems, and failover solutions across Segra s network.
• Perform Event and Incident Management in accordance with established procedures.
• Create, triage, and resolve trouble tickets, including remote testing and troubleshooting Segra services such as Voice (TDM, VoIP, SIP) and Data (DIA, MPLS, VPRN).
• Escalate issues to appropriate carriers or personnel and track progress until resolution.

Cross-Department & Vendor Communication (20%)

• Communicate daily with internal departments, telecommunication providers, enterprise customers, and vendors to coordinate resources and resolve incidents.
• Stay updated on organizational SOPs.
• Perform additional tasks as assigned by the NOC management team.

Qualifications:

Education:

• High School Diploma or equivalent required.
• Associate or Bachelor s degree preferred but not required.
• Vendor certifications (BTI, Cisco, Ciena, AdTran, Alcatel-Lucent, Fortinet, VeloCloud, etc.) preferred but not required.

Experience:

• 1-2 years of experience in a telecommunications environment preferred but not required.
• Experience or training in voice and data communication networks and elements, as well as knowledge of data/wireless communications principles.

Key Competencies:

• Ability to quickly and effectively resolve network and customer-initiated incidents.
• Strong communication skills, with the ability to interact empathetically with customers.
• Analytical mindset with a focus on problem-solving.
• Willingness to escalate issues and follow up until resolution is achieved.
• Demonstrated ability to take on new challenges and assume increased responsibility.

Technical Knowledge:

• Basic understanding of the following technologies:
  • Carrier transport circuits (Ethernet over Copper, ADSL, T1s, fiber services, Metro-Ethernet)
  • Network infrastructure, DNS, IP Subnetting
  • Dynamic Routing Protocols (BGP, OSPF, RIP, EIGRP)
  • Telephony-based technologies (TDM, VoIP, SIP, etc.)