NOC Agent

This is a fully remote position, open to applicants in Florida, +1 more state.

📋 Description

• Oversee network performance, including monitoring alarms, outages, and service degradation incidents.

• Elevate incidents to Engineering, Field Operations, Vendors, and Leadership as necessary.

• Conduct post-outage investigations and aid in the documentation of Root Cause Analysis (RCA).

• Deliver outage communications and provide status updates.

• Supervise NOC email queues, escalation mailboxes, Microsoft Teams chats, and operational communication channels.

• Offer advanced support to Field Technicians during installation, repair, and troubleshooting tasks.

• Assist property IT contacts and maintenance teams with network-related inquiries.

• Handle and process NXT and operational escalation requests.

• Aid in the provisioning of network devices, validation of activation, and troubleshooting.

• Support inventory and equipment requests associated with network operations in compliance with company policy.

• Take part in incident reviews.

• Contribute to change management validation and monitor maintenance windows.

⛳️ Requirements

• High School Diploma or GED required.

• Minimum of 1 year of experience in telecommunications, network operations, technical support, or ISP environments.

• CompTIA A+, Network+, or an equivalent technical certification is essential.

• Knowledge of Layer 1, Layer 2, and Layer 3 networking principles.

• Familiarity with TCP/IP, DHCP, DNS, VLANs, routing, switching, and wireless networking protocols.

• Strong analytical and troubleshooting capabilities.

• Exceptional written and verbal communication skills.

• Ability to manage multiple tasks and prioritize effectively during critical outage situations.

• Capacity to work independently in a dynamic operational setting.

• Experience in supporting ISP, telecommunications, fiber, or managed service provider environments is preferred.

• Familiarity with Freshdesk and Jira Service Management (JSM) is a plus.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional development and growth.

• Supportive work environment that values teamwork and collaboration.