Network Operations Center Technician

Network Operations Center (NOC) TechnicianThe Network Operations Center (NOC) Technician is responsible for monitoring, supporting, and troubleshooting complex network environments to ensure the availability and performance of voice, data, and application services. This role requires strong problem-solving, communication, and customer service skills, along with a solid technical foundation in network operations. This position supports a broad range of operational activities, from routine monitoring and incident response to advanced troubleshooting and root cause analysis.We are looking to fill 2 shifts:Monday-Friday 10pm-7amWednesday-Sunday 3pm-12amKey Responsibilities:Network Monitoring & SupportMonitor and support complex network environments, including fiber access, transport, and IP-based voice and data services, using a variety of network monitoring toolsEnsure network availability and performance by proactively identifying and responding to alarms, alerts, and system eventsUtilize ticketing systems to log, track, and manage incidents in accordance with operational proceduresIncident Management & TroubleshootingTriage, troubleshoot, and resolve network and customer service incidents in a timely and efficient mannerAnalyze network behavior using diagnostic tools to identify faults across LAN, WAN, and service layersDocument all incidents thoroughly, including troubleshooting steps, resolution, and follow-up actionsEscalate incidents as appropriate based on complexity, impact, or time constraintsCustomer Support & CommunicationProvide a high level of customer service by effectively communicating with internal and external customersDevelop and maintain strong working relationships through professional and responsive supportServe as a point of contact during service disruptions, providing updates and managing expectationsOperational Support & CollaborationAssume assigned roles and responsibilities during network incidents or outage eventsAct as an escalation point for other departments and provide cross-functional support as neededCollaborate with engineering and technical teams to support network changes, maintenance, and issue resolutionContinuous Improvement & Knowledge SharingContribute to process improvements by identifying recurring issues and operational inefficienciesAssist in developing and maintaining documentation, including runbooks and troubleshooting guidesProvide mentoring, training, and coaching to peers and other departments when applicableQualifications:Education and Experience:Bachelor's degree in Computer Science, Information Systems, or related field preferred, OR2-4+ years of hands-on experience in Information Technology, Network Operations, or a related technical environmentEquivalent combinations of education, certifications, and experience will be consideredSkills and Competencies:Strong working knowledge of:LAN/WAN networking and circuit diagnosticsOSI model (application through physical layers)Network monitoring and ticketing systemsExperience with VoIP protocols such as SIP and MGCPAbility to troubleshoot network performance issues using diagnostic and analytical toolsStrong problem-solving and critical thinking skills with attention to detailWorking Conditions:Must be able to sit at a desk for extended periods, working at a computer up to 8 hours per day.Ability to communicate orally and in writing.Ability to physically operate personal computers, copy machines, telephones, and other common office machines and equipment.Ability to work in a fast-paced, 24/7 operational environmentEqual Opportunity:i3 Broadband is an equal opportunity workplace that respects the diversity of our customer base and our team. We will treat customers, employees, and applicants fairly without regard for gender, race, age, or any other characteristics protected by law. Our employment decisions are made on the basis of qualification, merit, and business needs.