Job Summary:

The Network Operations Center (NOC) Technician is responsible for monitoring, supporting, and troubleshooting complex network environments to ensure the availability and performance of voice, data, and application services. This role requires strong problem-solving, communication, and customer service skills, along with a solid technical foundation in network operations. This position supports a broad range of operational activities, from routine monitoring and incident response to advanced troubleshooting and root cause analysis.  

We are looking to fill 2 shifts

Monday-Friday 10pm-7am
Wednesday-Sunday 3pm-12am

Key Responsibilities:

Network Monitoring & Support

Monitor and support complex network environments, including fiber access, transport, and IP-based voice and data services, using a variety of network monitoring tools
Ensure network availability and performance by proactively identifying and responding to alarms, alerts, and system events
Utilize ticketing systems to log, track, and manage incidents in accordance with operational procedures
Incident Management & Troubleshooting
Triage, troubleshoot, and resolve network and customer service incidents in a timely and efficient manner
Analyze network behavior using diagnostic tools to identify faults across LAN, WAN, and service layers
Document all incidents thoroughly, including troubleshooting steps, resolution, and follow-up actions
Escalate incidents as appropriate based on complexity, impact, or time constraints
Customer Support & Communication
Provide a high level of customer service by effectively communicating with internal and external customers
Develop and maintain strong working relationships through professional and responsive support
Serve as a point of contact during service disruptions, providing updates and managing expectations

Operational Support & Collaboration

Assume assigned roles and responsibilities during network incidents or outage events
Act as an escalation point for other departments and provide cross-functional support as needed
Collaborate with engineering and technical teams to support network changes, maintenance, and issue resolution

Continuous Improvement & Knowledge Sharing

Contribute to process improvements by identifying recurring issues and operational inefficiencies
Assist in developing and maintaining documentation, including runbooks and troubleshooting guides
Provide mentoring, training, and coaching to peers and other departments when applicable

Qualifications:

Education and Experience:

Bachelor’s degree in Computer Science, Information Systems, or related field preferred, OR
2-4+ years of hands-on experience in Information Technology, Network Operations, or a related technical environment
Equivalent combinations of education, certifications, and experience will be considered

Skills and Competencies:

Strong working knowledge of:
LAN/WAN networking and circuit diagnostics
OSI model (application through physical layers)
Network monitoring and ticketing systems
Experience with VoIP protocols such as SIP and MGCP
Ability to troubleshoot network performance issues using diagnostic and analytical tools
Strong problem-solving and critical thinking skills with attention to detail

Working Conditions:

Must be able to sit at a desk for extended periods, working at a computer up to 8 hours per day.
Ability to communicate orally and in writing.
Ability to physically operate personal computers, copy machines, telephones, and other common office machines and equipment.
Ability to work in a fast-paced, 24/7 operational environment

Equal Opportunity:

i3 Broadband is an equal opportunity workplace that respects the diversity of our customer base and our team. We will treat customers, employees, and applicants fairly without regard for gender, race, age, or any other characteristics protected by law. Our employment decisions are made on the basis of qualification, merit, and business needs.

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Network Operations Center Technician