Network Operations Center (NOC) Support Assistant (ESC)

Texas ESC Region 16•Amarillo, TX

About The Position

Primary Purpose: The NOC Support Assistant plays a critical role in ensuring the continuous availability and optimal performance of our partner's growing network of SOC 2-compliant edge data centers. This individual will be responsible for monitoring, incident response, and proactive maintenance activities across all assigned edge data center locations. Beyond technical responsibilities, this position contributes to Region 16’s customer engagement by helping uncover client needs and exploring how our solutions can best support their goals. Qualifications: Education/Certification High school diploma or GED required Associate's Degree in computer computer-related field preferred Skills Experience installing and operating computer software is preferred. Experience working with hardware and software on multiple platforms (Microsoft, Apple, Google) preferred. Must possess patience to assist network users and visitors in learning new software and hardware. Basic understanding of data center infrastructure, including power, cooling, and physical security. Familiarity with network monitoring tools (e.g., SolarWinds, Nagios, Zabbix). Must be eager to learn and share new knowledge. Must display a drive to help others while being attentive to individual differences. Must display responsibility by assuming personal accountability for work performance. Working Conditions: Tools/Equipment Used: Hand tools and test instruments for electronic repairs and cable installations; standard office equipment, including personal computers and peripherals Posture: Must be physically able to tolerate prolonged sitting; regular kneeling/squatting, bending/stooping, pushing/pulling, twisting Motion: Must be physically able to tolerate repetitive hand motion; frequent keyboarding and use of mouse; regular walking, grasping/squeezing, wrist flexion/extension, reaching; may climb ladders; frequent driving Lifting: Must be physically able to tolerate regular moderate lifting and carrying (up to 44 pounds); occasional heavy lifting and carrying (45 pounds and over) Environment: Work is performed in an office environment; frequent on-call and after-hours work; may be required to be on-call 24 hours a day; may work alone; occasional prolonged hours; frequent travel between work locations Mental Demands: Must be able to work with frequent interruptions; maintain emotional control under stress; work prolonged or irregular hours on occasion Regular Attendance is an essential function

Requirements

High school diploma or GED required
Must possess patience to assist network users and visitors in learning new software and hardware.
Basic understanding of data center infrastructure, including power, cooling, and physical security.
Familiarity with network monitoring tools (e.g., SolarWinds, Nagios, Zabbix).
Must be eager to learn and share new knowledge.
Must display a drive to help others while being attentive to individual differences.
Must display responsibility by assuming personal accountability for work performance.
Must be physically able to tolerate prolonged sitting; regular kneeling/squatting, bending/stooping, pushing/pulling, twisting
Must be physically able to tolerate repetitive hand motion; frequent keyboarding and use of mouse; regular walking, grasping/squeezing, wrist flexion/extension, reaching; may climb ladders; frequent driving
Must be physically able to tolerate regular moderate lifting and carrying (up to 44 pounds); occasional heavy lifting and carrying (45 pounds and over)
Must be able to work with frequent interruptions; maintain emotional control under stress; work prolonged or irregular hours on occasion
Regular Attendance is an essential function

Nice To Haves

Associate's Degree in computer computer-related field preferred
Experience installing and operating computer software is preferred.
Experience working with hardware and software on multiple platforms (Microsoft, Apple, Google) preferred.

Responsibilities

Proactive monitoring of all edge data center infrastructure, including power (generator and localized), cooling (HVAC), environmental controls, security cameras, and door access systems.
Utilize monitoring tools to identify and triage alerts related to power fluctuations, temperature excursions, security breaches, or equipment failures.
Perform initial troubleshooting steps for identified issues, escalating to senior technicians or field engineers as required.
Document all incidents, resolutions, and relevant details accurately in the ticketing system.
Verify the operational status of all network devices, servers, and connected equipment within the edge data centers.
Assist with remote hands tasks as needed, guiding on-site personnel for basic troubleshooting or equipment resets.
Maintain accurate inventory of hardware and software within assigned data centers.
Adhere to all SOC 2 compliance standards and procedures related to data center operations.
Monitor network connectivity and performance for all edge data centers and the ESC fiber network, identifying and resolving any network-related issues.
Perform basic network diagnostics (ping, traceroute, etc.) to isolate network problems.
Collaborate with network engineering teams for advanced troubleshooting and configuration changes.
Act as a technical liaison for Region 16, providing support in understanding customer technical requirements and challenges related to edge data center solutions.
Assist in identifying potential applications for our products and NOC/data center services based on customer discussions and needs.
Participate in calls or meetings with Region 16 and prospective customers to offer technical insights and answer questions about our capabilities.
Contribute to the design of preliminary technical solutions or service configurations that align with customer needs and our offerings.
Provide information and insights to Region 16 to help them articulate the value proposition of our services and products to customers.
Document customer interactions and technical requirements to ensure a clear understanding of potential opportunities.
Assisting with the communication and engagement of customers with ESC products and services developed in-house to assist with sales efforts for these products.
Work innovatively with our team to determine needs and opportunities for solution development and opportunities.
Maintains a professional level of confidentiality regarding all ESC matters
Supports the mission, goals, and objectives of the ESC strategic plan
Upholds and adheres to safety rules and policies of the ESC safety program
Performs professional responsibilities as required by ESC policies, processes, and procedures
Manages time, calendar, and job responsibilities to meet deadlines
Meets proficiency levels of required technology skills as outlined by supervisor
Incorporates appropriate technology in daily work and exhibits continual growth in technologies as outlined by supervisor
Performs other duties as assigned