Our New Teammate We're seeking a detail-oriented and customer-focused IT professional who thrives in fast-paced, mission-critical environments with a passion for both technology and customer service. Our ideal NOC Technician is a technically curious problem-solver who can balance hands-on troubleshooting with proactive monitoring, maintain composure during critical incidents, and communicate effectively with both technical and non-technical audiences. You'll be a vital part of our 24/7 NOC operations, ensuring network reliability while continuously developing your technical expertise. What Makes You Successful: • Ownership Mentality — You take full accountability for your tickets and incidents from start to finish • Drive for Results — You consistently meet SLAs and resolution targets under pressure • Continuous Learner — You actively seek to expand your technical and professional capabilities • Detail-Oriented — You catch what others miss and ensure nothing falls through the cracks • Perseverance — You follow complex issues through to complete resolution • Service-Focused — You understand that behind every ticket is a customer depending on our reliability You can expect to spend your time accomplishing the following: • 30% of the time on Objective 1: Event Management • 25% of the time on Objective 2: Case Management • 25% of the time on Objective 3: Incident and Request Response • 15% of the time on Objective 4: Operational Management • 5% of the time on Objective 6: Research and Independent Study Job Responsibilities - What to Expect • Diligently evaluate incoming cases, incidents, problems, and requests to assess their impact and urgency and ensure they are worked on accordingly. • Consistently communicate with customers through the case management system/phone calls to discuss status updates in a timely and accurate manner. • Regularly document calls from customers and vendors in the ticketing system with all required information and assign/notify the proper teams. • Proactively follow up on tickets to ensure timely updates are entered into the ticket and/or problem tickets are created, when necessary, as incidents and requests are completed. • Promptly respond to all cases, events, incidents, and requests within the defined Service Level Agreement (SLA) targets. • Urgently perform a thorough investigation and follow-up of events and cases, ensuring no missed outages. • Effectively coordinate dispatches, including shadowing Dispatch to field locations for Break/Fix, working with the Field team for access procures, and Verifying sparing and equipment required. • Confidently assist in process creation and refinement and help write standard operating procedures for repetitive tasks. • Engage in continual professional growth in the networking field by pursuing vendor and technical certifications. • Expand your skillset, leadership, and management through continual personal development. Specifically using skyline library, participation in skyline training, or additional methods. Your Knowledge & Expertise • Bachelor’s degree in computer science or engineering-related field (Preferred) • 1-2 years of experience working in a Network Operations Center (NOC). • 1-2 years of Customer Service experience. • CCNA/JNCIA certifications (or the ability to get one within 90 days of employment) are required. • Network+/Security+ certifications preferred. • General competency in networking principles and using ticketing systems such as ServiceNow. • Working knowledge of network monitoring systems such as Orion. • Familiarity with T1/Verizon Troubleshooting and repair. • Strong Microsoft Office Skills • Strong organizational, verbal, and written communication skills. Working Conditions: This is a shift-based position that requires 1-2 days of onsite work. Day (8am - 8pm) and Night (8pm - 8am) shifts are available. Benefits Included: • Medical Insurance • Vision Insurance • Dental Insurance • FSA Plan • Paid Time Off • 401K Retirement Savings Plan • Training & Tuition Assistance • Disability & Life Insurance