TEAL is hiring a
NOC L1 Technician

Summary

The job is for a Network Operations Center (NOC) Engineer Level 1 at Teal Comm. The role involves monitoring network performance, troubleshooting issues, incident management, technical support, maintenance, communication, documentation, continuous improvement, and working in a fast-paced 24/7 environment.

Requirements

• Extreme attention to detail, task and process discipline, and thorough documentation abilities
• Understanding of event, incident and problem management, SLA’s, uptime, and service restoral
• Previous technical roles, including or similar to, NOC technician. Experience in the telecommunications and/or IoT industry preferred
• Experience or familiarity with monitoring tools and methodologies
• Understanding of network topologies, preferably mobile/cellular/wireless, network protocols, AWS cloud environment, OS, database structure, and application frameworks
• Strong written and verbal communication skills
• Experience working with US companies and management teams
• Ability to work with cross-functional teams and interact at all levels of the organization
• Strong analytical and problem-solving abilities
• Effective communication skills for interacting with both technical and non-technical stakeholders
• Ability to work in a fast-paced, 24/7 operational environment
• High school diploma or equivalent; associate or bachelor's degree in a related field is a plus
• Technical certifications such as CompTIA Network+, Cisco CCNA, or equivalent are advantageous

Responsibilities

• Monitor Teal infrastructure, network and system performance using specialized network monitoring tools
• Detect and analyze network, system, and service anomalies, outages, and performance degradation
• Respond to alarms, alerts, and incidents promptly to minimize downtime
• Investigate and diagnose network, system, and service issues, including connectivity, latency, application issues, and dependent partner issues
• Escalate complex issues to higher-level technical teams if necessary
• Collaborate with colleagues to resolve issues efficiently and effectively
• Document incidents, issues, and resolutions in detail through established processes using work management systems
• Follow established procedures for incident escalation and communication
• Respond to inquiries and provide timely technical assistance to internal teams including Teal’s customer support
• Collect and provide regular data and reporting and assist with additional requests for information
• Perform and support routine maintenance tasks, such as software releases, patches, and configuration changes
• Assist in post-change testing for operational validation
• Communicate effectively with team members, engineering, support, and vendors regarding service status and incidents
• Coordinate with other Teal teams to ensure timely incident resolution and maximize service uptime
• Serve as intermediary communication between engineering and Teal org providing information, status, next steps, and estimated restoral during escalated incidents
• Maintain accurate documentation of system configurations, procedures, and troubleshooting steps
• Document shift activities and handoffs for NOC team
• Contribute to NOC runbook and knowledge base articles for reference
• Identify opportunities to enhance network monitoring, incident response, and overall system reliability
• Recommend process improvements and solutions to prevent recurring issues