Network Operations Center (NOC) Technician

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide support for XGS-PON hardware, including troubleshooting, diagnosing, testing, configuring, and upgrading lab, operational systems, data centers, public Wi-Fi, and customer networking equipment.

• Act as the incident commander during network incidents, coordinating triage, escalation, response, and stakeholder communication until resolution.

• Take ownership of post-incident documentation, writing official retrospectives and Reason for Outage reports, detailing root causes, timelines, impacts, and corrective actions.

• Create and maintain the internal knowledge base, training programs, and procedural documentation, collaborating with various teams to ensure policies and procedures remain up to date.

• Oversee team accounts, including onboarding and offboarding processes.

• Manage the internal ticketing system for technical issues.

• Work closely with the Customer Technical Support team to ensure issues are resolved within the Service Level Agreement (SLA).

• Configure and manage broadband services.

• Implement and manage mass firmware updates for on-premises equipment and Optical Line Terminals (OLTs).

• Assist Network Engineers with data backups, disaster recovery operations, upgrades, and maintenance of core network equipment to ensure network availability.

• Provide remote support to onsite technicians and escalate issues as necessary.

• Supervise the tracking and management of non-customer issues/tasks, maintaining an internal project management tracking board.

• Support the outside plant team in activating fiber cabinets and troubleshooting fiber optics-related issues.

• Collaborate with vendors to implement network solutions and upgrades, ensuring clear and timely communication across the team.

⛳️ Requirements

• At least 1 year of experience in telecommunications or fiber-optic internet.

• Proven track record in a Network Operations Center (NOC) or network operations role, demonstrating the ability to work independently and take ownership of outcomes.

• Strong skills in issue detection and innovative problem-solving.

• Customer support-oriented mindset with an understanding of the customer journey.

• Clear and effective communicator who can simplify complex issues and provide timely updates.

• Eagerness to collaborate and unify with teams.

• Ability to adapt and manage competing priorities effectively.

• Excellent organizational and documentation skills, demonstrating a detail-oriented and meticulous work approach.

• Exhibit qualities of humility, integrity, and patience.

• Hands-on troubleshooting experience across network and fiber-access technologies, with the ability to diagnose and resolve issues with minimal supervision.

• Proven ability to lead incident responses from detection to resolution.

• Familiarity with networking fundamentals such as TCP/IP, DNS, DHCP, VLANs, SNMP, static and dynamic IP addressing, and VPNs.

• Basic knowledge of Linux administration.

🏝️ Benefits

• Competitive salary.

• Flexible working hours.