Network Operations Center (NOC) Technician - NANA Net - Kotzebue, AK

NANA Regional Corporation•Kotzebue, AK

6d•Onsite

About The Position

The NOC Technician is the first line of defense in monitoring network performance, responding to alerts, and addressing customer issues. Operating 24/7, this role ensures the integrity and stability of the ISP’s backbone and last-mile fiber services. The NOC Technician also provides help desk support to end users (ISP customers), assisting them with connectivity issues, basic troubleshooting steps, and escalating complex issues to higher-tier support as necessary.

Requirements

High school diploma or equivalent required.
Minimum 1-2 years of experience in a help desk, NOC, or similar technical support role.
Basic understanding of IP networking, DNS, DHCP, and internet connectivity fundamentals.
Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical users.
Willingness to work in a 24/7 environment, including nights, weekends, and holidays as required.

Nice To Haves

Associate’s degree or relevant certifications (e.g., CompTIA A+, Network+) preferred.

Responsibilities

Continuously monitor network performance and health using SolarWinds, SNMP traps, Syslog data, and vendor-specific tools from Ciena and Calix.
Acknowledge and respond to alarms, alerts, and performance degradation indicators promptly, following standard operating procedures for resolution or escalation.
Perform basic triage of network-related issues, including connectivity, latency, and authentication problems.
Escalate complex or persistent issues to Tier 2 or Tier 3 engineers as required.
Address inbound calls, chats, or tickets from ISP customers experiencing service issues, guiding them through basic troubleshooting steps.
Document all customer interactions and solutions provided, ensuring a positive support experience.
Maintain updated shift logs, ticketing records, and incident reports for all network events and customer interactions.
Provide feedback to the engineering team regarding recurring issues or observed patterns to facilitate improvements.
Adhere to established security policies, including proper use of RADIUS and MFA tools for network access.
Ensure sensitive customer and network information is handled in accordance with company guidelines.
Must be able to and willing to work on call during nights, weekends, and holidays.
This position has no supervisory responsibilities.
Must be able to perform other duties as assigned.