Network Operations Center (NOC) Operator | RACOM Corporation

Eastern Communications•Marshalltown, IA

1d•Onsite

About The Position

Eastern Communications, Ltd. is seeking a dependable Network Operations Center (NOC) Operator to join their team. This role involves monitoring customer communication systems and coordinating responses to alerts or service issues. As the first point of contact, the NOC Operator will follow established procedures, record accurate information, communicate with customers and internal teams, and escalate issues to appropriate technical resources. This position works closely with other operators, internal stakeholders, customers, and third-party vendors to provide 24/7 support. Training will be provided for the right candidate.

Requirements

Excellent verbal and written communication skills, with the ability to provide clear, professional, and responsive support to customers.
Demonstrated ability to handle customer inquiries, build positive relationships, set appropriate expectations, and maintain a high level of service throughout an incident.
Ability to work effectively with service-center personnel, field technicians, vendors, and other internal stakeholders to coordinate service activities and resolve issues.
Strong organizational skills and the ability to document incidents, actions, and resolutions accurately and consistently.
Proactive and dependable, with the ability to take ownership of issues, and follow through to resolution.
Ability to prioritize effectively, exercise sound judgment, and remain composed in time-sensitive situations.
Eagerness to learn new systems, technologies, processes, and industry concepts, and to apply feedback to improve performance.

Nice To Haves

3–4 years of experience in network operations, technical support, dispatch, customer service, a call center, or a similar fast-paced support environment.
Familiarity with network monitoring, technical support, troubleshooting, or communication systems, including radio equipment, system infrastructure, and VHF/UHF technologies.
Experience in Land Mobile Radio (LMR), public safety communications, telecommunications, utilities, or a related industry.

Responsibilities

Continuously oversee the performance and stability of Land Mobile Radio communication networks using specialized monitoring tools to detect and escalate anomalies promptly.
Log and document all incidents, detailing defects and resolutions to maintain an updated knowledge base and facilitate continuous improvement.
Serve as the initial contact for clients reporting network issues, providing timely and effective communication to ensure customer satisfaction.
Prepare routine reports on incident tracking, outages, and maintenance activities to inform management and clients.
Work closely with other operators, internal stakeholders, customers, and third-party vendors to ensure smooth operation of customers’ communication systems.
Identify and resolve basic problems following standard operating procedures (SOPs).
Collaborate with field technicians and escalate complex issues to higher-level support when necessary.