NOC Technician I

Midco•Sioux Falls, SD

13d

About The Position

The NOC Technician monitors, troubleshoots, and supports Midco's multi-service network to help ensure reliable delivery of video, internet, voice, and enterprise services. The role identifies and analyzes network events and coordinates their resolution while supporting operational excellence through proactive monitoring, maintenance coordination, and continuous improvement. Collaboration with internal teams, vendors, and operational stakeholders helps maintain service reliability and support an exceptional customer experience. The position may be filled at the NOC Technician I, II, or III level based on the selected candidate's qualifications and experience. The NOC Technician I level requires one year of relevant technical experience. Team members are assigned a level based on required experience and training; advancement is sequential and depends on completing requirements at the preceding level.

Requirements

High school diploma or equivalent (GED).
For NOC Technician I: one year of technical support, telecommunications, networking, IT help desk, military communications, or related experience.
Relevant technical experience ranges from 1 to 4+ years depending on position level.
Ability to remain stationary for extended periods while monitoring systems and responding to network events.
Ability to frequently operate a computer, keyboard, mouse, telephone, and monitoring tools, and to view and interpret detailed information across multiple screens.
Ability to occasionally move and lift items up to 25 pounds.
Ability to communicate effectively in person, over the phone, and through electronic communication methods.
Ability to analyze technical information, troubleshoot network and service issues, prioritize competing tasks, and respond effectively to changing operational needs.
Ability to exercise sound judgment during service-impacting events and outages, maintain attention to detail across multiple systems and alarms, and interpret technical data and procedures.
Ability to collaborate with team members, vendors, stakeholders, and cross-functional partners; adapt to new technologies and processes; and maintain quality and accuracy under interruptions, shifting priorities, and pressure.

Nice To Haves

Associate's degree in Information Technology, Computer Science, Network Engineering, Telecommunications, or a related field.
Industry certifications such as NCTI Operations Center Technical Support, OCR, MNOCR, CCNA, Network+, or equivalent.
Knowledge of networking concepts, TCP/IP, routing, switching, DOCSIS, RF signal processing, and telecommunications infrastructure.
Familiarity with network monitoring, incident management, change management, and ticketing systems.
Experience using diagnostic and monitoring tools such as Wireshark, Grafana, Zabbix, Ping, SNMP, SSH, Trace Route, and NS Lookup.
Understanding of fiber, HFC, voice, video, wireless, transport, and enterprise service delivery environments.
Ability to read, interpret, and apply technical documentation and operational procedures.

Responsibilities

Monitor and support Midco's multi-service network, including video, internet, voice, wireless, transport, and enterprise services, to identify network events, service impairments, and outages.
Evaluate network alarms, service disruptions, and equipment notifications to assess impact and determine appropriate response actions.
Troubleshoot network incidents and service issues using established tools, procedures, and documentation.
Document network events, maintenance activities, troubleshooting efforts, and resolutions in applicable systems.
Coordinate restoration activities during service outages and assist in identifying root causes and impacted network components.
Communicate network events, maintenance activities, and service impacts with team members, operational groups, leadership, vendors, and other stakeholders.
Coordinate routine and emergency maintenance, including pre- and post-maintenance validation and quality checks.
Perform proactive network surveillance, health checks, and trend analysis to identify potential service risks and improvement opportunities.
Review and support change management processes, maintenance notifications, and operational procedures.
Generate and analyze operational reports to support network performance, reliability, and decision-making.
Develop, review, and maintain operational documentation, procedures, and knowledge resources.
Provide guidance, mentorship, and training support to team members as appropriate to level and experience.
Participate in continuous improvement efforts that enhance network operations, service reliability, efficiency, and customer experience.
Model Midco’s mission, vision, values, ethos, and Leadership Success Drivers, and inspire others to do the same.
Protect customer privacy by following Midco’s privacy guidelines, policies, and procedures.
Maintain reliable and predictable attendance as required by the position.
Perform other duties as assigned.