NOC Technician Tier 1

Description Receive customer problem escalations from call center and continue with advanced troubleshooting to resolve the issue. Monitor network alarms and events using NMS platforms. Create, update, and manage incident tickets. Perform initial troubleshooting using documented procedures and runbooks. Escalate issues when resolution is not possible within defined procedures.

Communicate outage and maintenance information to internal teams and customers. Monitor network health, environmental alarms, and service availability. Support Technicians in the field with configuration and trouble shooting. Verify service restoration and close incidents when appropriate. Success Measures Accurate ticket documentation.

Timely alarm response. Proper escalation of incidents. Adherence to operational procedures.

Requirements

Basic understanding of IP networking. Familiarity with routers, switches, wireless, and fiber technologies. Strong troubleshooting and communication skills. Ability to follow documented procedures. Experience with ticketing and monitoring systems preferred. Willing to work weekends.