NOC Technician I

GTA•Piti, GU

About The Position

The NOC Technician I provides Tier 1 monitoring and support for GTA’s core network and supporting infrastructure, responding to network alarms and customer-reported issues, performing initial troubleshooting and triage, managing trouble tickets, coordinating escalations, and communicating service-impacting events. The role supports Internet, Broadband, IPTV, Wireless, Voice, Transport, and other network platforms while helping maintain service-level agreements and operational performance targets. The position also provides first-line monitoring and operational support for GTA data centers, including GU1, GU2, GU3, and future facilities. Duties include monitoring facility and environmental conditions, handling customer intake, providing assigned onsite coverage, completing walkthroughs, supporting authorized access, maintaining shift logs, and escalating issues. The technician’s work is primarily focused on first response, observation, documentation, troubleshooting, and escalation. Data center infrastructure work may be performed only when specifically authorized and within the employee’s training and qualifications. This role involves working in a fast-paced, 24/7 operational environment where priorities may change in response to network events, customer impact, emergencies, or business needs. The technician works with internal technical and operational teams, customers, vendors, partners, and visitors, and may be dispatched to customer premises, GTA facilities, remote equipment centers, Video Headend locations, wireless sites, or data centers when required.

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 to technical and non-technical audiences.
Ability to prioritize multiple duties effectively in a fast-paced, high-pressure environment.
Understanding of telecommunications delivery and access methodologies, with emphasis on wireless and IP-related technologies.
Strong customer service, analytical, problem-solving, organizational, and time-management skills.
Ability to work independently and contribute effectively as part of a team.
Dependability, punctuality, and regular, consistent attendance.
Ability to remain calm and effective during outages, emergencies, and high-pressure situations.
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 escalate when necessary.
Ability to collaborate across NOC, Network, Data Center Operations, Facilities, Physical Security, IT, Service Delivery, vendors, and other supporting teams.
Willingness to continually develop technical knowledge through training, research, and hands-on experience.
Ability to work in a 24/7 operational environment where priorities may change quickly.
Follow established procedures, access requirements, post orders, and escalation processes; do not perform unauthorized infrastructure repairs, security permission changes, or equipment modifications.

Nice To Haves

Industry-recognized certifications such as CompTIA A+ or CompTIA Network+.

Responsibilities

Provide Tier 1 monitoring and support for Internet, Broadband, IPTV, Wireless, Voice, Transport, and other GTA network platforms.
Monitor network elements and identify alarms, degradation, outages, and service-impacting conditions.
Perform initial troubleshooting and analysis, then escalate issues to appropriate Tier 2, engineering, facilities, IT, security, vendor, or operational teams.
Create and maintain trouble tickets, document troubleshooting actions and customer impact, determine initial severity, and route incidents appropriately.
Communicate 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 for Tier 1 or authorized remote-hands support.
Follow NOC standard operating procedures, escalation and maintenance procedures, and emergency response processes.
Monitor assigned data center facility, environmental, security, IT, and customer-impacting systems, including BMS, EPMS, EMS, or other applicable monitoring platforms.
Recognize and report abnormalities involving commercial power, UPS systems, generators, cooling, temperature, humidity, water or leaks, 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 required data center shift walkthroughs and inspect permitted areas for abnormal conditions, including visible alarms, water intrusion, abnormal heat, unusual sounds or odors, cleanliness concerns, and access issues.
Support authorized customer, vendor, contractor, visitor, and employee access in accordance with 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 and provide clear written handoffs covering significant alarms, customer contacts, incidents, escalations, walkthroughs, escorts, access events, unresolved issues, owners, and follow-up.
Review scheduled maintenance activities, recognize expected alarms or impacts, and escalate unexpected conditions.
Maintain accurate event timelines during incidents and provide factual status updates within assigned authority.
Perform assigned responsibilities during storms, typhoons, emergencies, and business continuity events, following emergency staffing, communication, escalation, and fallback procedures.
Observe, document, and escalate abnormal facility or network conditions; route repairs, access changes, equipment modifications, and specialized technical work to responsible teams.
Report conditions or conflicts that prevent required monitoring, walkthroughs, escorts, customer support, or dispatch responsibilities from being completed.