Network Operations Center Technician

Summary

Hands-on network operations role focused on monitoring, troubleshooting, and resolving escalated issues across a multi-vendor service provider environment. Supports real-time incident response, analyzes performance data, and executes operational tasks to maintain network stability and availability. Acts as Tier 2 escalation for network, transport, voice, and IP-related issues.

Key Responsibilities

• Resolve escalated issues across IP, voice, transport, VPN, MPLS, hosted, and optical services.
• Perform detailed isolation, testing, and diagnostics before engaging external vendors.
• Coordinate with engineering, field services, and carriers to resolve outages.
• Document actions and provide timely, clear customer updates.
• Monitor alarms, logs, and performance metrics using enterprise NMS tools.
• Identify and respond to service-impacting events in real time.
• Conduct proactive service reviews to detect trends or potential issues.
• Recommend improvements to reduce repeat incidents.
• Perform routine provisioning and configuration of routers, switches, firewalls, and related devices.
• Assist with upgrades, patches, and scheduled maintenance activities.
• Follow standard configuration guidelines and operational procedures.
• Support change implementation in coordination with engineering teams.
• Provide technical assistance directly to customers during escalated issues.
• Act as a liaison between Tier 1, engineering, field teams, and vendors.
• Guide Tier 1 staff through advanced troubleshooting steps.
• Ensure accurate documentation within ticketing systems.

Required Skills & Experience

• 2–5 years in a NOC or network support environment.
• Solid understanding of TCP/IP, VLANs, LAN/WAN, routing fundamentals (BGP, OSPF), and troubleshooting methodologies.
• Experience with Cisco, Juniper, Ciena, Adtran, or Fortinet hardware.
• Familiarity with ticketing/monitoring systems such as ServiceNow, ConnectWise, Netcool, or Zabbix.
• Strong written and verbal communication skills.
• Preferred certifications: CCNA/CCNP, Network+, JNCIA, etc.

Education

• High school diploma or GED required; additional technical coursework preferred.