Network Operations Control Center Technician II

SBA•Jacksonville, FL

About The Position

The Network Operations Control Center Technician II monitors, manages incidents, and supports multiple networks and facility subsystems in a 24/7 operations center. The role supports tower lighting, microwave, DAS, and wired WAN/LAN networks, as well as facility subsystems such as environmental controls, access systems, UPS units, and generators. It includes basic troubleshooting, ticket management, customer communications, monitoring security and network systems, and maintaining NOCC records. The position may require relocating for up to a week to operate the NOCC remotely during emergency situations, and working overtime, weekends, and holidays as needed to maintain 24/7 coverage.

Requirements

High school diploma or GED.
0–2 years of experience in a technical support role in a help desk or NOC.
Demonstrated knowledge and advanced proficiency with Microsoft Office, including Word, Excel, PowerPoint, and Outlook.
Ability to work a flexible schedule on weekdays, weekends, and holidays in a 24/7 operation.
Ability to relocate for up to a week to operate the NOCC remotely during emergency situations.
Ability to stoop, bend, kneel, or crouch; stand, walk, and sit; and reach with hands and arms.
Visual ability correctable to 20/20.
Ability to sit for up to 90% of the day.
Ability to communicate verbally in an understandable, professional manner in person and over the telephone.
Manual dexterity to input data into a computer and calculator and operate the listed equipment.
Ability to lift up to 20 pounds.

Nice To Haves

Trilingual fluency in English, Spanish, and Portuguese.
Associate degree.

Responsibilities

Monitor and manage networks, facilities, and lighting control systems.
Perform basic troubleshooting and generate and manage trouble tickets.
Support the NOC phone and provide customer status updates as needed.
Handle calls from tenants, FAA, FCC, SBA team members, and the general public with tact and diplomacy.
Monitor physical security systems and site access control.
Monitor network switches, firewalls, and circuits providing internet access to tenants.
Monitor facility subsystems, including HVAC, power, and access controls.
Monitor tower lights using proprietary software and process incoming alarms.
File, extend, and cancel NOTAMs in compliance with FAA specifications.
Create and update trouble-ticket entries clearly and concisely.
Communicate timely updates by email, trouble tickets, and other notices to RSM, the Area Operations Director, the Facilities Director, and other required parties.
Relocate for up to a week to run the NOCC from a remote location during emergency situations, as needed.
Read and respond to personal and NOCC email in a timely manner.
Perform clerical duties to maintain NOCC reports and files.
Work cooperatively with coworkers, supervisors, and customers.
Work overtime, including daily overtime and weekends, as required to ensure the NOCC is staffed 24/7.
Perform other projects and duties as assigned.

Benefits

401(k) retirement savings plan with company match and profit sharing, where applicable.
Company equity stock plan opportunities, where applicable.
Medical, dental, and vision insurance with employer contributions toward coverage.
Paid parental leave.
Company-paid life insurance and short- and long-term disability, where eligible.
Wellness programs and resources, including an employee assistance program and well-being initiatives.
Paid time off and company-paid holidays.
Flexible work arrangements, including an allotment of remote workdays per year, depending on the role.
Education assistance and professional development, certification, or licensing support, where eligible.
Performance-based bonus or incentive compensation, which may be available depending on the role.