Network Operations Center (NOC) Technician

WHO WE ARE :
At TEAL, we’re changing the way commercial buildings manage their heating and cooling systems. Through our innovative Mechanical Systems-as-a-Service model, we provide reliable chilled water, hot water, and domestic hot water solutions without the burden of traditional equipment ownership and maintenance.

From system design and installation to ongoing operations and service, we combine engineering, technology, and 24/7 remote monitoring to keep critical building systems running efficiently and reliably.

Our commitment: Zero Downtime. We're a team of people who take ownership, keep improving, and work
to make a difference. Come build something great with us!

WHAT YOU’LL DO :
The NOC Technician is responsible for real-time monitoring of TEAL’s Network Operations Center systems, ensuring that alarms are acknowledged, investigated, and escalated promptly and accurately. Reporting to the NOC Supervisor, this role works alongside in-house staff and international third-party monitoring teams to provide consistent 24/7 coverage across all TEAL-managed sites.

The NOC Technician serves as a primary point of contact for properties requesting service, creates and maintains work orders and preventative maintenance records in Acumatica, and coordinates closely with field technicians to ensure issues are resolved efficiently and to TEAL standards.  KEY RESPONSIBLITIES INCLUDE:

Alarm Monitoring & Response

• Monitor real-time system alarms across all TEAL-managed sites during assigned shifts
• Acknowledge alarms promptly and within TEAL response-time standards
• Investigate alarms to determine the cause and severity of each issue
• Escalate critical issues to field technicians and the NOC Supervisor in a timely manner
• Follow established alarm handling procedures consistently on every shift

Work Order & PM Documentation (Acumatica)

• Create accurate and timely service work orders in Acumatica
• Document preventative maintenance (PM) records completely and accurately
• Categorize work orders correctly and include all required details
• Update work orders as issues progress through resolution

Customer Communication & Call Handling

• Answer inbound calls from properties requesting service or assistance
• Communicate professionally, clearly, and accurately with customers
• Gather the information needed to triage and dispatch service requests
• Follow up on open issues so customers are kept informed through resolution

Field Technician Coordination

• Communicate alarm details and service needs to field technicians
• Track dispatched issues through completion
• Relay updates between field personnel, customers, and the NOC team
• Support field technicians remotely with system data and site information

Team Collaboration & Shift Handoff

• Work collaboratively with in-house staff and international third-party NOC teams
• Provide clear shift handoffs, including open alarms, active work orders, and pending callbacks
• Follow TEAL procedures, expectations, and quality standards across all time zones
• Share knowledge and help onboard new team members

Quality & Process Adherence

• Maintain accurate alarm records and communication logs
• Follow standardized NOC procedures and workflows
• Report recurring issues, trends, or gaps to the NOC Supervisor
• Participate in training and suggest process improvements

Performance Standards & Additional Duties

• Meet TEAL performance expectations for alarm response time, work order accuracy and completeness, call handling quality, attendance and shift coverage, and completion of required training on TEAL systems and procedures
• Travel to out-of-town jobs, when required
• Travel for training and company events
• Wear appropriate work clothes and remain presentable to clients
• Maintain a company phone and computer
• Be available to be on call as a member of the primary group
• The NOC Technician is expected to be detail-oriented, well-organized, an excellent written and verbal communicator, and, most importantly, a team player
• Other duties as assigned.

 

WHAT YOU’LL BRING :
Education

• High school diploma or GED required.

Experience

• Minimum of 2 years of experience in the boiler service field or a monitoring/NOC environment required.
• Proficiency with Microsoft software such as Word and Outlook; experience with Acumatica or a similar work order system is a plus.
• Boiler combustion analysis is a plus.
• Major boiler repair involving heat exchangers, pumps, etc., is a plus.
• Plumbing and distribution piping experience is a plus.

Certifications & Licenses

• Valid driver’s license with acceptable driving record.
• Boiler operator license is a plus.
• Factory Raypak training is a plus.
• Plumbing license is a plus.

 
WHAT WE OFFER :

• Competitive Compensation
• PTO Accrual of 120 hours / 3 weeks after 90 days of employment
• Holistic health coverage (medical concierge, dental, vision, life insurance, company-paid short/long-term disability, AD&D)
• Flexible Savings Accounts
• 401(k) plan including generous company match
• 10 Paid Holidays and Birthdays off
• Company-paid memberships to professional organizations
• Casual dress code
• $500 cash for first-time home buyers!
• Teambuilding – have fun with the team at sporting events, lunches, and other group festivities
• Excellent growth and advancement opportunities

TEAL is an Equal Opportunity Employer.
TEAL requires pre-employment background checks and drug screening.