Network Operations Center Technician

Job Description

Job Description

Job Summary:

The 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.  

Key Responsibilities:

Network Monitoring & Support

• Monitor and support complex network environments, including fiber access, transport, and IP-based voice and data services, using a variety of network monitoring tools
• Ensure network availability and performance by proactivelyidentifyingand responding to alarms, alerts, and system events
• Utilizeticketing systems to log, track, and manage incidentsin accordance withoperational procedures
• Incident Management & Troubleshooting
• Triage, troubleshoot, and resolve network and customer service incidents ina timelyand efficient manner
• Analyze network behavior using diagnostic tools toidentifyfaults across LAN, WAN, and service layers
• Document all incidents thoroughly, including troubleshooting steps, resolution, and follow-up actions
• Escalate incidents asappropriate basedon complexity, impact, or time constraints
• Customer Support & Communication
• Providea high levelof customer service by effectively communicating with internal and external customers
• Develop andmaintainstrong working relationships through professional and responsive support
• Serve as a point of contact during service disruptions, providing updates and managing expectations

Operational Support & Collaboration

• Assume assigned roles and responsibilities during network incidents or outage events
• Act as an escalation point for other departments and provide cross-functional support as needed
• Collaborate with engineering and technical teams to support network changes, maintenance, and issue resolution

Continuous Improvement & Knowledge Sharing

• Contribute to process improvements byidentifyingrecurring issues and operational inefficiencies
• Assistin developing andmaintainingdocumentation, includingrunbooksand troubleshooting guides
• Provide mentoring, training, and coaching to peers and other departments when applicable

Qualifications:

Education and Experience:

• Bachelor’s degree in Computer Science, Information Systems, or related field preferred, OR
• 2-4+ years of hands-on experience in Information Technology, Network Operations, or a related technical environment
• Equivalent combinations of education, certifications, and experience will be considered

Skills and Competencies:

• Strong working knowledge of:
• LAN/WAN networking and circuit diagnostics
• OSI model (application through physical layers)
• Network monitoring and ticketing systems
• Experience with VoIP protocols such as SIP and MGCP
• Ability to troubleshoot network performance issues using diagnostic and analytical tools
• Strong problem-solving and critical thinking skills with attention to detail

Working 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 physicallyoperatepersonal computers, copy machines, telephones, and other common office machines and equipment.
• Ability to work in a fast-paced, 24/7 operational environment

Equal 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.