NOC Technician I

GTA•Piti, GU

About The Position

The NOC Technician I provides Tier 1 monitoring and support for GTA’s core network, telecommunications platforms, supporting infrastructure, and data center environments. The role monitors critical network and facility systems, responds to alarms and customer-reported issues, performs initial troubleshooting and triage, manages trouble tickets, coordinates escalations, and communicates service-impacting events. It also provides first-line operational support for GTA data centers, including customer intake, assigned onsite coverage, walkthroughs, access support, documentation, and escalation. This is primarily a first-response role centered on monitoring, observation, documentation, troubleshooting, and escalation. Technical work involving data center infrastructure is performed only when specifically authorized and within the employee’s training and qualifications. The technician follows established operating, access, escalation, maintenance, emergency, and business-continuity procedures, and routes repairs and specialized work to the responsible teams. The position supports a 24/7 operational environment in which priorities may change in response to network events, customer impact, emergencies, or business needs.

Requirements

High school diploma or GED.
Two-year technical degree and/or a minimum of four (2) years of experience working in network operations, telecommunications, data center operations, or a similar technical environment. (The posting states “four (2) years.”)
Basic understanding of TCP/IP and network utility tools.
Experience using Windows operating systems and related computer hardware.
Strong verbal and written communication skills, including the ability to explain technical information clearly to technical and non-technical audiences.
Ability to prioritize duties effectively in high-pressure situations and manage multiple activities in a fast-paced operational environment.
Understanding of telecommunications delivery and access methodologies, with emphasis on wireless and IP-related technologies.
Strong customer service, analytical, problem-solving, communication, organizational, and time-management skills.
Ability to work independently and contribute effectively as part of a team across technical and operational groups.
Attention to detail and accuracy when documenting incidents, alarms, customer interactions, and operational activities.
Ability to make sound, fact-based decisions and seek guidance or escalation when necessary.
Dependability, punctuality, and regular, consistent attendance.
Ability to remain calm and effective during outages, emergencies, and high-pressure situations.
Willingness to continually develop technical knowledge through training, research, and hands-on experience.
Ability to follow established procedures and perform data center infrastructure work only when authorized and within training and qualifications.

Nice To Haves

Industry-recognized certifications such as CompTIA A+ or CompTIA Network+.
Knowledge of telecommunications, wireless, IP, broadband, voice, and transport technologies.
Knowledge of network alarm monitoring, incident management, ticketing, escalation, customer intake, and service ownership.
Basic knowledge of data center power, UPS, generators, environmental systems, and cooling.
Knowledge of facility, environmental, IT, and security alarm recognition.
Knowledge of data center access control, visitor escorts, badge procedures, walkthroughs, and shift handoffs.
Knowledge of emergency, storm, typhoon, and business continuity procedures.

Responsibilities

Provide Tier 1 monitoring and support for Internet, Broadband, IPTV, Wireless, Voice, Transport, and other GTA network platforms.
Monitor core network elements and identify alarms, degradation, outages, and other service-impacting conditions.
Perform initial troubleshooting and analysis, escalating issues to appropriate Tier 2, engineering, facilities, IT, security, vendor, or operational teams.
Create and maintain trouble tickets; document troubleshooting, customer impact, initial severity, and routing.
Communicate network outages, planned maintenance, restoration progress, and other service-impacting events to internal teams and customers as required.
Maintain applicable Service Level Agreements (SLAs) and support Key Performance Indicator (KPI) targets.
Provide direct customer support when required and communicate with technical and non-technical audiences.
Perform continuous network health checks and identify conditions that may affect service reliability.
Create reports on network uptime, utilization, incidents, alarms, and other operational metrics.
Dispatch to customer premises, GTA facilities, remote equipment centers, Video Headend locations, wireless sites, and data centers when required to provide Tier 1 or authorized remote-hands support.
Follow NOC standard operating, escalation, maintenance, and emergency response procedures.
Monitor assigned data center facility, environmental, security, IT, and customer-impacting systems, including BMS, EPMS, EMS, or other monitoring platforms where applicable.
Recognize and report abnormalities involving commercial power, UPS systems, generators, cooling, temperature, humidity, water or leak conditions, and physical security.
Acknowledge, document, triage, and escalate data center alarms according to established procedures.
Serve as the initial NOC contact for telephone and email requests affecting GTA data centers; capture requests and impacts, create or update tickets, determine initial severity, and route issues.
Provide assigned onsite data center coverage based on operational and staffing requirements.
Complete data center shift walkthroughs and inspect permitted areas for visible alarms, water intrusion, abnormal heat, unusual sounds or odors, cleanliness concerns, access issues, and other abnormal conditions.
Support authorized customer, vendor, contractor, visitor, and employee access under GTA Physical Security policies; verify identity, authorization, visit purpose, permitted areas, and escort requirements.
Issue temporary or visitor badges when authorized and maintain required access and visitor records.
Maintain accurate shift logs covering significant alarms, customer contacts, incidents, escalations, walkthroughs, escorts, access events, and unresolved issues.
Provide clear written shift handoffs identifying outstanding issues, responsible owners, and required follow-up.
Review scheduled maintenance, recognize expected alarms or impacts, and escalate unexpected conditions.
Maintain accurate incident timelines and provide factual status updates within the technician’s assigned authority.
Perform assigned responsibilities during storms, typhoons, emergencies, and other business continuity events, following staffing, communication, escalation, and fallback procedures.
Follow established operating procedures, access requirements, post orders, and escalation processes; observe, document, and escalate abnormal network or facility conditions.
Route facility repairs, access changes, equipment modifications, and specialized technical work to the responsible team.
Report conditions or conflicts that prevent required monitoring, walkthroughs, escorts, customer support, or dispatch responsibilities from being completed.