NOC Technician I

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

📋 Description

• Perform proactive monitoring, remote diagnostics, and maintenance tasks for network devices in designated areas of responsibility.

• Notify and escalate issues both internally and externally as necessary to support network outages and restoration efforts.

• Generate tickets according to guidelines and execute predefined scripts in response to alarms and incidents reported by network element management and other fault detection systems.

• Offer second-tier, high-level technical assistance to field operations personnel, leveraging a solid understanding and extensive background in core technologies – HFC (CMTS), FTTX (GPON), and IP Core.

• Identify and resolve subscriber voice, video, and data issues by analyzing information from network equipment and monitoring systems.

• Provide timely updates to customers, internal teams, and vendors as necessary.

• Manage internal phone queues to facilitate live troubleshooting in accordance with established service level agreements.

• Confirm restoration and repair actions taken to rectify issues and clear alarms once approved.

• Validate the operational success of development and maintenance activities.

• Close trouble tickets and contribute feedback/updates to the knowledge base (e.g., Methods of Procedure).

• Offer insights and suggestions for enhancements to Operations Support Systems (OSS) tools, process flows, event management, and correlation.

• Initiate cases with third-party vendors and advocate for resolutions within required SLAs where applicable.

• Adhere to established Change Management and Incident Management protocols.

⛳️ Requirements

• Must reside in Florida.

• High School Diploma/GED or equivalent experience is required.

• A minimum of 3 years of experience as a CATV Service Technician or in a related technical field.

• Associate's degree from a technical college or equivalent military technical training is preferred.

• Two or more years of relevant work experience in Telco or MSO is preferred.

• Certifications such as CCNA, A+, Network +, or other relevant credentials are considered advantageous.

🏝️ Benefits

• Medical, Dental, and Vision coverage.

• Paid Time Off (PTO) & Holidays.

• 401K with Matching contributions.

• Life Insurance.

• Flexible Spending Account (FSA) & Health Savings Account (HSA).

• Short-Term and Long-Term Disability coverage.

• Legal Plan Support & Employee Assistance Program (EAP).