NOC Agent

Description

About the Role 

Smartaira is seeking a highly motivated Network Operations Center (NOC) Analyst to join our growing Operations team. This role is responsible for monitoring, troubleshooting, escalating, and communicating network events across our residential, MDU, and business customer environments.
 

The ideal candidate will have experience in telecommunications, ISP operations, wireless networking, and customer support. This position serves as a critical bridge between Customer Support, Field Operations, Engineering, and Property Management teams to ensure exceptional service delivery and rapid incident resolution. 

Key Responsibilities 

Network Monitoring & Incident Management
• Monitor network performance, alarms, outages, and service degradation events.
• Escalate incidents to Engineering, Field Operations, Vendors, and Leadership when appropriate.
• Manage post-outage investigations and assist with Root Cause Analysis (RCA) documentation.
• Provide outage communications and status updates.
• Monitor NOC email queues, escalation mailboxes, Microsoft Teams chats, and operational communication channels.
• Provide advanced support to Field Technicians during installations, repairs, and troubleshooting activities.
• Support property IT contacts and maintenance teams with network-related requests.
• Manage and process NXT and operational escalation requests.
• Assist with network device provisioning, activation validation, and troubleshooting.
• Support inventory and equipment requests related to network operations.
accordance with company policy.
• Participate in incident reviews  
• Assist with change management validation and maintenance window monitoring. 

Requirements

Required Qualifications 

• High School Diploma or GED.
• 1+ years of experience in telecommunications, network operations, technical support, or ISP environments.
• CompTIA A+, Network+, or equivalent technical certification.
• Understanding of Layer 1, Layer 2, and Layer 3 networking concepts.
• Familiarity with TCP/IP, DHCP, DNS, VLANs, routing, switching, and wireless networking.
• Strong troubleshooting and analytical skills.
• Excellent written and verbal communication abilities.
• Ability to multitask and prioritize during high-impact outage situations.
• Ability to work independently in a fast-paced operational environment. 

Preferred Qualifications 

• Experience supporting ISP, telecommunications, fiber, or managed service provider environments.
• Experience working with Freshdesk, Jira Service Management (JSM)