NRTC

NOC Technician - Remote

NRTC

full-time

Posted on:

Origin:  • 🇺🇸 United States

Visit company website
✨ AI Apply
Manual Apply

Job Level

Mid-LevelSenior

Tech Stack

LinuxSwitching

About the role

  • Monitor switching, digital, optical, wireless, and other telecommunications equipment across internal and member networks
  • Perform alarm correlation, fault isolation, and remediation for Layer 1 and Layer 2 network issues
  • Answer inbound calls from members/customers and document all interaction details in the appropriate ticketing system
  • Create, update, and resolve tickets by troubleshooting and escalating to carriers or internal teams when necessary
  • Communicate outage details and updates to NRTC members as needed, ensuring clarity and professionalism
  • Escalate tickets and alarms appropriately and effectively to ensure quick resolution to meet service level agreement with members
  • Use network monitoring tools (PRTG, Nagios, LibreNMS, SolarWinds) and remote access tools (SSH, VPN, RDP, etc.) to investigate and verify service issues.
  • Validate service issues using remote access tools (SSH, VPN, RDP, Telnet)
  • Support operation engineers by assisting with tasks or escalated issues
  • Perform routine ticket management and escalations to drive problems to final resolution
  • Provide ongoing communication to both customer support teams and engineering staff during service outages
  • Assist with training and mentoring of new Tier 1 technicians
  • Participate in shift coverage and team collaboration in a 24x7x365 NOC environment
  • Perform other duties as assigned

Requirements

  • Strong troubleshooting ability with foundational knowledge in IP networking and protocols
  • Familiarity with Linux (basic CLI commands), remote access tools (SSH, Telnet, VPN, RDP), and ticketing systems
  • Experience using network monitoring and diagnostic tools (e.g., PRTG, Nagios, SolarWinds, LibreNMS)
  • Excellent communication and customer service skills, with the ability to explain technical issues to non-technical users
  • Strong multitasking and prioritization skills in high-pressure environments
  • Demonstrated ability to follow documentation and recognize when escalation or deviation is necessary
  • Team-oriented with the ability to work independently and collaboratively across shifts
  • Effective documentation and note-taking in support of shift turnover, ticket resolution, and audits
  • Associate degree or higher in applicable IT related field or actively pursuing a plus
  • Network+ Certification desired
  • Must meet training and certification requirements prescribed by the department
  • An equivalent combination of education and experience may be considered