NOC Agent

This is a fully remote position, open to applicants in Florida, +4 more states.

📋 Description

• Oversee network performance, monitor alarms, outages, and instances of service degradation.

• Escalate issues to Engineering, Field Operations, Vendors, and Leadership as necessary.

• Manage investigations following outages and aid in the documentation of Root Cause Analysis (RCA).

• Communicate outage information and provide status updates.

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

• Deliver 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 operational escalation requests.

• Support network device provisioning, activation validation, and troubleshooting efforts.

• Assist with inventory and equipment requests relevant to network operations.

• Participate in incident review sessions.

• Aid in change management validation and monitor maintenance windows.

⛳️ Requirements

• Must reside in a Central or Eastern Time Zone.

• High School Diploma or GED is required.

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

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

• 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 troubleshooting and analytical capabilities.

• Excellent written and verbal communication skills.

• Ability to multitask and prioritize effectively during critical outage scenarios.

• Capable of working independently in a dynamic operational setting.

• Preferred: Experience in supporting ISP, telecommunications, fiber, or managed service provider environments.

• Preferred: Familiarity with Freshdesk and Jira Service Management (JSM).

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan with employer match.

• Opportunities for professional development and advancement.

• Flexible work schedule and remote work options.