Network Operations Center Technician

The Network Operations Center (NOC) Analyst is responsible for monitoring, troubleshooting, and maintaining critical network, datalink, and application infrastructure supporting global communications services. This role ensures high availability of network systems, coordinates with telecom providers and internal teams to resolve incidents, and delivers exceptional customer support in a fast-paced 24x7 operational environment.

Key Responsibilities

Network Monitoring & Incident Management

• Monitor network management systems and coordinate with telecommunications providers to expedite service restoration efforts.
• Track, document, and maintain accurate incident records within the incident management platform.
• Monitor system performance and proactively identify, troubleshoot, resolve, or escalate network and system issues.
• Ensure timely communication and status updates during incident resolution activities.
• Apply established operational procedures while exercising sound judgment in resolving issues.

Technical Support & Troubleshooting

• Diagnose and resolve network and system issues of limited to moderate complexity.
• Utilize technical expertise to support highly available IP networks, messaging platforms, and air-to-ground communication systems.
• Provide technical guidance and resolution for customer inquiries from CAS customers and business units.
• Collaborate with senior team members to resolve moderate to complex service-impacting incidents.
• Take ownership of less complex incidents and drive them through to resolution.

Network Operations & Continuous Improvement

• Support deployment, configuration, and maintenance activities for network infrastructure.
• Develop and enhance operational tools and processes to improve efficiency and reliability.
• Participate in network design discussions and configuration activities.
• Analyze technical issues and provide detailed recommendations and solutions to customers.
• Demonstrate exceptional attention to detail when reviewing alerts, incidents, and system performance.

Customer Service & Collaboration

• Deliver outstanding customer service and maintain effective communication with stakeholders.
• Effectively manage multiple priorities, responsibilities, and concurrent incidents.
• Collaborate across teams to ensure seamless operational support and service continuity.

Cross-Training Requirements

The selected candidate will complete training across all three NOC operational disciplines within the first 4–6 months. Training will be conducted sequentially, with each area requiring approximately 3–6 weeks of focused learning.

1. Transport Operations

• Monitor the ARINC Global Network from core infrastructure to edge devices.
• Support routers, switches, firewalls, communication circuits, and related network components.

2. DataLink Operations

• Monitor ground stations, radio systems, and central processing platforms enabling air-to-ground data communications.

3. Applications Operations

• Monitor centralized messaging channels and supporting infrastructure responsible for processing millions of daily communications.

Work Schedule

• Mid Shift: 11:00 PM – 7:30 AM
• Position operates within a 24x7x365 Network Operations Center environment.
• Availability to work weekends, holidays, and rotational schedules as required.

Required Qualifications

• CompTIA Network+ Certification.
• Strong understanding of TCP/IP networking protocols and computer hardware/software integration.
• Knowledge of ITIL/ITSM principles and operational best practices.
• Experience troubleshooting Cisco networking devices.
• Working knowledge of HSRP and BGP routing protocols.
• Strong analytical, problem-solving, and multitasking skills.
• Excellent verbal and written communication skills with a customer-focused mindset.

Education & Experience

• Associate degree (AA/AS) or equivalent two-year post-secondary technical training with 1–2 years of relevant experience; OR
• High School Diploma/GED with a minimum of 2 years of relevant networking or technical support experience.