NOC Technician I

Job Description

Job Highlights

We are hiring for 2 NOC Technician I positions! Work schedules are as follows:

• Job Opening #1: Monday 11am-9pm, Tuesday 11am-9pm, Wednesday 10am-6pm, with alternating Saturday & Sunday 7am-7pm shifts
• Job Opening #2: Sunday 7pm-7am, Monday 9pm-7am, Tuesday 10pm-7am, Wednesday 10pm-7am

Job Summary:

As a NOC Technician, you will monitor, troubleshoot, and support Midco's multi-service network to ensure reliable delivery of video, internet, voice, and enterprise services. You will identify, analyze, and coordinate resolution of network events while supporting operational excellence through proactive monitoring, maintenance coordination, and continuous improvement efforts. Through collaboration with internal teams, vendors, and operational stakeholders, this role helps maintain service reliability and supports Midco's commitment to delivering an exceptional customer experience.

Responsibilities:

• Monitor and support Midco's multi-service network, including video, internet, voice, wireless, transport, and enterprise services, to identify network events, service impairments, and outages.
• Evaluate network alarms, service disruptions, and equipment notifications to assess impact and determine appropriate response actions.
• Troubleshoot network incidents and service issues using established tools, procedures, and documentation.
• Document network events, maintenance activities, troubleshooting efforts, and resolutions within applicable systems.
• Coordinate restoration activities during service outages and assist in identifying root causes and impacted network components.
• Communicate network events, maintenance activities, and service impacts with team members, operational groups, leadership, vendors, and other stakeholders.
• Coordinate routine and emergency maintenance activities, including pre- and post-maintenance validation and quality checks.
• Perform proactive network surveillance, health checks, and trend analysis to identify potential service risks and improvement opportunities.
• Review and support change management processes, maintenance notifications, and operational procedures.
• Generate and analyze operational reports to support network performance, reliability, and decision making.
• Develop, review, and maintain operational documentation, procedures, and knowledge resources.
• Provide guidance, mentorship, and training support to team members as appropriate based on level and experience.
• Participate in continuous improvement efforts that enhance network operations, service reliability, efficiency, and customer experience.
• Model Midco's mission, vision, values, ethos, and Leadership Success Drivers, and inspire others to do the same.
• Ensure customer privacy by adhering to Midco's privacy guidelines while actively following Midco policies and procedures.
• Maintain reliable and predictable attendance as required by the position.
• Perform other duties as assigned.

Note: Management reserves the right to assign or reassign functions and responsibilities to this job description at any time.

Required Qualifications:

• High school Diploma or equivalent (GED).
• Relevant technical experience ranging from 1 to 4+ years, depending on the position level.
• This position may be filled at the NOC Technician I, II, or III level based on the selected candidate's qualifications and experience.

Preferred Qualifications:

• Associate's degree in Information Technology, Computer Science, Network Engineering, Telecommunications, or a related field.
• Industry certifications such as NCTI Operations Center Technical Support, OCR, MNOCR, CCNA, Network+, or equivalent.
• Knowledge of networking concepts, TCP/IP, routing, switching, DOCSIS, RF signal processing, and telecommunications infrastructure.
• Familiarity with network monitoring, incident management, change management, and ticketing systems.
• Experience using diagnostic and monitoring tools such as Wireshark, Grafana, Zabbix, Ping, SNMP, SSH, Trace Route, and NS Lookup.
• Understanding of fiber, HFC, voice, video, wireless, transport, and enterprise service delivery environments.
• Ability to read, interpret, and apply technical documentation and operational procedures.

Note: Team Members will be assigned a level based on the required experience and training. Advancement is sequential and contingent upon successful completion of all requirements at the preceding level, including certifications, proficiency tests, and time-in-role or equivalent experience where applicable.

Position Level Requirements:

NOC Technician I

• 1 year of technical support, telecommunications, networking, IT help desk, military communications, or related experience.

Work Environment:

• Primarily works in a professional office or network operations center environment.
• Requires regular use of computers, monitors, telecommunications equipment, and multiple monitoring applications.
• May require evening, overnight, weekend, holiday, and on-call work based on operational needs.
• Requires the ability to respond effectively during network outages, service-impacting events, and emergency situations.

Physical Demands:

• Ability to remain in a stationary position for extended periods while monitoring systems and responding to network events.
• Frequently operates a computer, keyboard, mouse, telephone, and multiple monitoring tools.
• Ability to view and interpret detailed information across multiple screens.
• Occasionally move and lift items up to 25 pounds.
• Ability to communicate effectively in person, over the phone, and through electronic communication methods.

Mental Demands:

• Analyze technical information and troubleshoot network and service issues in a fast-paced environment.
• Prioritize competing tasks and respond effectively to changing operational needs.
• Exercise sound judgment and decision-making during service-impacting events and outage situations.
• Maintain attention to detail while monitoring multiple systems, alarms, and operational processes simultaneously.
• Interpret technical data, network performance metrics, documentation, and operating procedures.
• Collaborate effectively with team members, vendors, stakeholders, and cross-functional partners.
• Learn, apply, and adapt to new technologies, systems, tools, and operational processes.
• Manage interruptions, shifting priorities, and high-pressure situations while maintaining quality and accuracy.
• Identify root causes, evaluate potential solutions, and support continuous improvement efforts.
• Remain focused for extended periods while monitoring network performance and responding to critical events.