Tier II NOC Technician

New Horizons Communications•Concord, MA

3d•$50,000 - $65,000•Remote

About The Position

NHC is seeking a dedicated Tier II NOC Technician to join their dynamic team in the telecommunications industry. This role serves as a key escalation point, providing advanced troubleshooting and support for customer data issues. The technician will manage trouble tickets, collaborate with carriers, and ensure customer satisfaction through effective communication and timely resolution. Responsibilities include troubleshooting NHC-managed equipment such as Juniper switches, Ubiquiti wireless access points and routers, and Cradlepoint/Peplink cellular devices. The role also involves monitoring alerts, handling support requests, and escalating complex issues as needed, requiring a proactive approach, technical expertise, and strong communication skills.

Requirements

1–2 years of hands-on experience with data networking technologies in a support or NOC environment.
Strong understanding of network topology and IP routing.
Strong understanding of subnetting and IP address allocation.
Strong understanding of basic firewall functionality.
Strong understanding of Layer 1–3 concepts including Ethernet, DNS, DHCP, and NAT.
Familiarity with ticketing platforms (e.g., ServiceNow, Salesforce, or similar).
Strong verbal and written communication skills; ability to clearly convey technical info to both technical and non-technical audiences.
Ability to multitask and remain organized under pressure in a high-volume, fast-paced support environment.
Availability to work shift (10 AM – 7 PM Tues- Sat) and provide rotational on-call support if required.

Nice To Haves

Experience working with Juniper, Ubiquiti, Cradlepoint, or Peplink hardware preferred.

Responsibilities

Handle inbound and outbound customer communications (calls, emails, tickets) for data-related service requests and issues.
Troubleshoot Layer 1–3 network problems involving routing, switching, firewall rules, IP addressing, and WAN/LAN connectivity.
Work directly with carriers and third-party vendors to coordinate resolution of circuit or service-impacting issues.
Monitor network alerts and ticket queues, proactively identifying and responding to outages or degradation.
Support and manage NHC-provided equipment, including: Juniper EX series switches, Ubiquiti access points and routers, Cradlepoint and Peplink 4G/5G devices.
Create, update, and close tickets in a timely and detailed manner, following internal escalation and documentation protocols.
Escalate unresolved issues to Tier III or Engineering as appropriate.
Participate in shift turnover documentation and daily operations reporting.
Maintain professional and courteous communication with customers and internal teams.
Support shift coverage and participate in on-call rotation for after-hours escalations, if needed.