Network NOC Lead

Who We Are & Why You’ll Love It Here

At Powernet, we don’t just deliver top-tier wireless, voice, Managed IT, and security solutions—we make connecting businesses seamless, smart, and reliable. We’re a team of innovators, problem solvers, and tech enthusiasts who believe work should be rewarding, collaborative, and full of high-fives (virtual or in-person!). If you thrive on taking command during high-pressure network incidents, elevating junior technicians, and driving operational excellence in a 24/7 environment, you’ve found your crowd.

Perks You'll Enjoy

• 5 weeks PTO
• Remote work flexibility
• Anniversary gift plan
• Employee referral program
• Health, vision, dental, and life insurance available
• HSA Account
• 401(k) matching

What You’ll Be Doing (The Big Picture)

As our Network NOC Lead, you are both the technical heavyweight and the operational engine of our Network Operations Center! You will balance hands-on, high-level network administration with daily shift oversight—monitoring ticket queues, keeping SLAs strictly on track, and acting as the primary escalation point for complex technical issues. From leading major incident calls (Sev 1) and debugging CLI traffic on Fortinet/Ruckus gear to coaching technicians and building KB articles, you’ll be essential in stabilizing our infrastructure and elevating our team.

Your Core Responsibilities

1. Technical Leadership & Complex Incident Resolution

• Serve as the senior technical escalation point for complex network issues, advanced firewall debugging, and difficult customer inquiries before escalating to Engineering.
• Perform deep-dive troubleshooting across firewalls, switches, and wireless environments—utilizing CLI concepts, Wireshark packet captures, dynamic/static routing, VLANs, LAGs, and IPSec VPN tunnels.
• Lead priority incident calls (Sev 1/Major Outages), maintain calm communication with stakeholders, and drive post-incident Root Cause Analyses (RCAs).

2. Team Supervision & Operational Excellence

• Act as the daily shift lead: monitor real-time queue volumes, manage shift handovers, and ensure fair distribution of incoming calls and tickets.
• Track critical NOC metrics (First Response Time, Mean Time to Resolve, SLA breach rates) and take proactive steps to ensure team performance targets are hit.
• Collaborate with Engineering leadership to mentor junior/mid-level technicians, deliver technical feedback, and assist with onboarding new NOC hires.

3. Process Optimization & SOP Development

• Identify recurring network trends or operational bottlenecks and build clear Standard Operating Procedures (SOPs) and knowledge base articles.
• Active monitoring of corporate technology and alert messages to anticipate and resolve issues before they impact clients.
• Periodically assist with technology implementations, major upgrades, and on-site deployment projects as needed.

The Workspace & Environment

This is a remote position supporting a 24/7/365 environment, which may occasionally require working non-standard shifts, nights, weekends, or holidays during major incidents or peak maintenance windows. You should be comfortable managing multiple high-priority activities simultaneously, communicating complex technical concepts clearly to non-technical executives, and maintaining the physical capability for occasional site work (including climbing ladders up to 30 ft, lifting up to 120 lbs, and pulling wire/cable).

What You Bring to the Table

• Certification Requirement: Active Fortinet NSE4 certification is required.
• Experience & Background: High School Diploma or GED required (Associate Degree preferred), with 5+ years of relevant network administration experience and 1–2+ years of senior/supervisory experience in a NOC or MSP environment.
• Deep Technical Mastery: Expert knowledge of Fortinet and Ruckus systems, firewall CLI, Wireshark, switch stacking, VLANs, LAGs, IPSec VPNs, and static/dynamic routing.
• Operations & ITSM Tools: Hands-on familiarity with ticket queue management and monitoring platforms (e.g., Halo, ServiceNow, Jira, SolarWinds, Auvik, LogicMonitor).
• Leadership & Crisis Control: Proven ability to make confident decisions during major outages, mentor lower-level techs, and optimize team SOPs.
• Driver Requirements: Must possess a valid driver’s license.