NOC Agent

Smartaira • Houston, FL

2d

About The Position

The NOC Agent will be responsible for monitoring network performance, managing incidents, and providing advanced support to various teams. This role involves ensuring network stability, communicating outage information, and assisting with troubleshooting and operational tasks.

Requirements

• Must live in a Central or Eastern Time Zone
• High School Diploma or GED.
• 1+ years of experience in telecommunications, network operations, technical support, or ISP environments.
• CompTIA A+, Network+, or equivalent technical certification.
• Understanding of Layer 1, Layer 2, and Layer 3 networking concepts.
• Familiarity with TCP/IP, DHCP, DNS, VLANs, routing, switching, and wireless networking.
• Strong troubleshooting and analytical skills.
• Excellent written and verbal communication abilities.
• Ability to multitask and prioritize during high-impact outage situations.
• Ability to work independently in a fast-paced operational environment.

Nice To Haves

• Experience supporting ISP, telecommunications, fiber, or managed service provider environments.
• Experience working with Freshdesk, Jira Service Management (JSM)

Responsibilities

• Monitor network performance, alarms, outages, and service degradation events.
• Escalate incidents to Engineering, Field Operations, Vendors, and Leadership when appropriate.
• Manage post-outage investigations and assist with Root Cause Analysis (RCA) documentation.
• Provide outage communications and status updates.
• Monitor NOC email queues, escalation mailboxes, Microsoft Teams chats, and operational communication channels.
• Provide advanced support to Field Technicians during installations, repairs, and troubleshooting activities.
• Support property IT contacts and maintenance teams with network-related requests.
• Manage and process operational escalation requests.
• Assist with network device provisioning, activation validation, and troubleshooting.
• Support inventory and equipment requests related to network operations in accordance with company policy.
• Participate in incident reviews.
• Assist with change management validation and maintenance window monitoring.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED