NOC Supervisor

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

📋 Description

• Oversee the activities of designated NOC agents during assigned shifts, guaranteeing continuous monitoring, support coverage, incident management, and queue administration in a 24/7/365 environment.

• Supervise support queues, alerts, incoming tickets, and ongoing incidents to ensure that tasks are prioritized, assigned, updated, resolved, or escalated within defined service levels and operational timelines.

• Offer frontline technical assistance to NOC agents in troubleshooting customer issues, network alerts, service degradations, outages, and recurring support challenges.

• Serve as the primary escalation point during shifts for NOC agents, examining complex or high-priority concerns and escalating them to NOC Management, Engineering, Field Operations, vendors, or other internal teams when necessary.

• Organize shift-level incident response activities, encompassing initial triage, impact assessment, communication with customers or partners, ticket updates, escalation tracking, and follow-up on service restoration.

• Guarantee precise and prompt documentation of incidents, troubleshooting procedures, customer communications, network modifications, escalations, and shift handoff notes.

• Conduct shift handoffs with incoming and outgoing supervisors, leads, or agents to maintain support continuity and ensure awareness of active incidents, pending escalations, maintenance events, and issues affecting customers.

• Guide, mentor, and assist NOC agents during the assigned shift by reinforcing standard operating procedures, troubleshooting methodologies, ticket quality standards, and customer communication protocols.

• Aid in the onboarding and training of new NOC agents by providing practical guidance, reinforcing processes, offering technical support, and supplying feedback to NOC Management.

• Analyze ticket quality, queue activity, agent performance, escalation accuracy, and shift workflow to identify training needs, process deficiencies, recurring issues, or chances for operational enhancement.

• Support authorized maintenance tasks, after-hours changes, firmware updates, circuit upgrades, and configuration alterations by coordinating shift coverage, monitoring impacts, and escalating unforeseen issues.

• Configure, validate, or assist in deployment support for network and service delivery hardware as required, including switches, routers, servers, access points, NVRs, GPON OLTs, PDUs, and Dish Smartbox equipment.

⛳️ Requirements

• A minimum of 1 year of experience in roles such as team lead, shift lead, senior agent, supervisor, or escalation point within technical support, network operations, managed services, or a service provider environment.

• At least 3 years of experience in a NOC, technical support, network support, service provider, managed services, or network operations position.

• High school diploma or equivalent is required; an associate degree, bachelor’s degree, technical certification, or comparable industry experience is preferred.

• Experience working in a 24/7/365 support, monitoring, or operations environment.

• Proven experience managing technical escalations, customer-impacting incidents, ticket queues, shift handoffs, and service restoration activities.

• Ability to work assigned shifts, including nights, weekends, holidays, or rotating schedules as required by business needs.

• Willingness to participate in escalation support or supervisor coverage rotation as needed.

• Preferred: Associate-level or professional-level networking certification, such as CCNA, CWNA, JNCIA, Network+, or equivalent demonstrated experience.

• Experience in supporting hospitality, multifamily, commercial property, managed Wi-Fi, ISP, MSP, or service provider networks.

• Familiarity with incident management, change management, problem management, root cause analysis, and post-incident follow-up processes.

• Previous experience in coaching or training technical support personnel.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan with company matching.

• Paid time off and holidays.

• Opportunities for professional development.

• Performance-based bonuses based on position.