Network Operations Specialist (Telecom)- 2ND Shift

The NOC Technician is responsible for providing frontline technical monitoring and support for the organization’s network infrastructure. This role involves real-time monitoring of network events, performing initial incident triage, managing escalation workflows, and directly communicating with internal teams and external customers. The technician plays a key role in ensuring network stability and uptime by responding promptly to alarms, issues, and customer inquiries in a 24x7x365 environment.

Key Responsibilities:

Monitor all critical systems and infrastructure using NMS/EMS tools in a 24x7x365 operational environment.

Receive and respond to customer support calls and system alarms; log issues and create incident tickets using the ticketing system.

Perform initial triage and troubleshooting of network incidents to determine the root cause and impact.

Classify and prioritize issues based on urgency, scope, and customer impact.

Resolve incidents using runbooks and standard operating procedures when applicable.

Escalate unresolved or high-impact issues to Tier 2/Tier 3 teams or appropriate internal support groups following established escalation protocols.

Maintain ownership of incidents through resolution by continuously monitoring ticket progress and ensuring timely updates.

Communicate effectively with customers and internal stakeholders, providing real-time updates, notifications, and post-resolution summaries.

Participate in and maintain detailed shift handovers to ensure issue continuity and accountability.

Assist in documenting new procedures and updates to existing runbooks as technologies and processes evolve.

Required Qualifications:

High School Diploma or GED required; Associate degree in IT, Networking, or related field preferred.

1-2 years of experience in a Network Operations Center, telecom support role, or related technical environment.

Solid understanding of networking concepts including IP addressing, subnetting, BGP, Layer 2/3 routing, and VLANs.

Basic to intermediate experience working with SONET, DWDM, and dark fiber technologies.

Familiarity with network hardware such as:

Ciena, Cisco Optical, Infinera, MRV, Juniper MX/EX, Cisco routers/switches

Experience using network monitoring and management systems (NMS/EMS) for diagnostics and alarm resolution.

Strong problem-solving and critical thinking abilities; able to work independently or under minimal supervision.

Strong written and verbal communication skills; able to clearly document incidents and procedures.

Ability to thrive in a fast-paced, 24/7 operations environment with shifting priorities.

Preferred Qualifications:

Experience with ticketing systems such as ServiceNow, Remedy, or similar platforms.

Working knowledge of JUNOS OS (Juniper), IOS (Cisco), or equivalent CLI environments.

Exposure to IPv6 configuration and troubleshooting.

Previous experience supporting large carrier networks or data center environments.

Soft Skills:

Strong attention to detail and a high level of accuracy.

Excellent time management and organizational skills.

Strong customer service mindset with the ability to stay calm under pressure.

Willingness to work night shifts, weekends, holidays, and on-call rotations as needed.