NOC Agent
RemoteUnited States
United StatesRemoteFull TimeHigh School Or EquivalentSmall
Full TimeHigh School Or EquivalentSmall
Job Summary
Monitor network performance, alarms, outages, and service degradation events across residential, MDU, and business environments. Escalate incidents to Engineering, Field Operations, Vendors, and Leadership while managing post-outage investigations and Root Cause Analysis documentation. Provide outage communications, status updates, and advanced support to Field Technicians during installations and repairs. Process NXT and operational escalation requests, validate change management, and monitor maintenance windows. Participate in incident reviews and support property IT contacts with network-related requests.
Required Qualifications
- High School Diploma or GED
- 1+ years of experience in telecommunications, network operations, technical support, or ISP environments
- CompTIA A+, Network+, or equivalent technical certification
- Understanding of Layer 1, Layer 2, and Layer 3 networking concepts
- Familiarity with TCP/IP, DHCP, DNS, VLANs, routing, switching, and wireless networking
- Strong troubleshooting and analytical skills
- Excellent written and verbal communication abilities
- Ability to multitask and prioritize during high-impact outage situations
- Ability to work independently in a fast-paced operational environment
Desired Qualifications
- Experience supporting ISP, telecommunications, fiber, or managed service provider environments
- Experience working with Freshdesk, Jira Service Management (JSM)
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