NOC Technician

Summary

Join NRTC, a member-driven technology cooperative, as a NOC Technician! Monitor and troubleshoot network alarms across various telecommunication equipment, providing exceptional support to our members. You will correlate alarms, isolate faults, and remediate Layer 1 and Layer 2 network issues. Excellent communication and customer service skills are essential for interacting with members and documenting interactions. This role demands strong troubleshooting abilities, familiarity with network monitoring tools, and the ability to work independently and collaboratively in a 24/7 environment. You will also assist with training and mentoring junior technicians. This position requires an Associate's degree or higher in an IT-related field and a Network+ certification is desired.

Requirements

• Strong troubleshooting ability with foundational knowledge in IP networking and protocols
• Familiarity with Linux (basic CLI commands), remote access tools (SSH, Telnet, VPN, RDP), and ticketing systems
• Experience using network monitoring and diagnostic tools (e.g., PRTG, Nagios, SolarWinds, LibreNMS)
• Excellent communication and customer service skills, with the ability to explain technical issues to non-technical users
• Strong multitasking and prioritization skills in high-pressure environments
• Demonstrated ability to follow documentation and recognize when escalation or deviation is necessary
• Team-oriented with the ability to work independently and collaboratively across shifts
• Effective documentation and note-taking in support of shift turnover, ticket resolution, and audits
• Associate degree or higher in applicable IT related field or actively pursuing a plus
• Must meet training and certification requirements prescribed by the department
• An equivalent combination of education and experience may be considered
• Work is typically performed in an office setting
• This role requires 24x7x365 support so candidates must be able to support flexible hours and schedules to ensure all shifts are covered
• Minimum domestic travel may be required

Responsibilities

• Monitor switching, digital, optical, wireless, and other telecommunications equipment across internal and member networks
• Perform alarm correlation, fault isolation, and remediation for Layer 1 and Layer 2 network issues
• Answer inbound calls from members/customers and document all interaction details in the appropriate ticketing system
• Create, update, and resolve tickets by troubleshooting and escalating to carriers or internal teams when necessary
• Communicate outage details and updates to NRTC members as needed, ensuring clarity and professionalism
• Escalate tickets and alarms appropriately and effectively to ensure quick resolution to meet service level agreement with members
• Use network monitoring tools (PRTG, Nagios, LibreNMS, SolarWinds) and remote access tools (SSH, VPN, RDP, etc.) to investigate and verify service issues. Validate service issues using remote access tools (SSH, VPN, RDP, Telnet)
• Support operation engineers by assisting with tasks or escalated issues
• Perform routine ticket management and escalations to drive problems to final resolution
• Provide ongoing communication to both customer support teams and engineering staff during service outages
• Assist with training and mentoring of new Tier 1 technicians
• Participate in shift coverage and team collaboration in a 24x7x365 NOC environment
• Perform other duties as assigned

Preferred Qualifications

Network+ Certification desired