Business NOC Technician

As a Business NOC Technician, you are responsible for the monitoring, support, troubleshooting, coordination, and continuous improvement of Midco's Enterprise and Wholesale Carrier network services. Business NOC Technicians support the operational lifecycle of business and carrier services by monitoring network performance, responding to incidents, coordinating service restoration activities, supporting maintenance and change management processes, validating service delivery, and maintaining operational documentation. You will partner with vendors, carriers, and internal stakeholders to deliver reliable, secure, and high-performing network services while ensuring exceptional customer experiences. Position levels range from Business NOC Technician I through Business NOC Technician III, reflecting increasing levels of technical expertise, responsibility, autonomy, and operational impact.

• →Engage in reactive and proactive monitoring of the multi-service fiber optic network and related services, including video, voice, internet, Enterprise IT services, Advanced Enterprise services, and Wholesale Carrier services to identify network events, impaired services, performance issues, and outages.
• →Monitor network resources, components, carrier circuits, and customer connections for performance degradation, equipment failures, capacity concerns, and service interruptions.
• →Evaluate network alarms, alerts, and service-impacting events; validate conditions, assess customer impact, and take appropriate action according to established procedures.
• →Identify, document, update, and maintain incidents, service requests, maintenance records, and operational activities within applicable systems and tools.
• →Troubleshoot network, service, and customer-impacting issues using established processes, diagnostic tools, and technical knowledge; escalate issues as appropriate.
• →Coordinate and support mitigation, restoration, and resolution activities for network events, service outages, and customer-impacting incidents.
• →Communicate service-impacting events, maintenance activities, status updates, and restoration progress to customers, team members, leadership, vendors, and internal stakeholders as required.
• →Coordinate troubleshooting, testing, and restoration efforts with Engineering, Field Operations, Customer Care, vendors, carriers, and third-party providers.
• →Support the testing, activation, turn-up, validation, and ongoing operation of customer, carrier, and enterprise network services and circuits.
• →Review, create, support, and execute change management activities in accordance with established processes and procedures.
• →Evaluate maintenance notifications and coordinate maintenance activities with internal teams, carriers, vendors, and business partners.
• →Perform pre-maintenance, post-maintenance, and quality control verification activities to validate service performance and network integrity.
• →Conduct proactive network surveillance, health checks, and preventative maintenance activities to identify risks and support network reliability.
• →Generate, review, and maintain operational reports, technical records, inventory information, and system documentation.
• →Draft, review, maintain, and improve process documentation, standard operating procedures, knowledge base articles, and operational guidelines.
• →Analyze network events, troubleshooting data, and service trends to support root cause identification, service improvement, and operational effectiveness.
• →Utilize network monitoring, incident management, change management, and diagnostic platforms to support network operations and service delivery.
• →Maintain technical knowledge of networking technologies, carrier services, monitoring platforms, operational procedures, and industry best practices.
• →Support onboarding, training, knowledge sharing, and continuous improvement efforts within the department.
• →Model Midco’s mission, vision, values, ethos, and Leadership Success Drivers, and inspire others to do the same.
• →Ensure customer privacy by adhering to Midco’s privacy guidelines while actively following Midco policies and procedures.
• →Maintain reliable and predictable attendance as required by the position.
• →Perform other duties as assigned.

Note: Management reserves the right to assign or reassign functions and responsibilities to this job description at any time.

• High school Diploma or equivalent (GED).
• Relevant technical experience ranging from 1 to 4+ years, depending on the position level.
• This position may be filled at the Business NOC Technician I, II, or III level based on the selected candidate's qualifications and experience.

• Associate's degree in Information Technology, Computer Science, Network Engineering, Telecommunications, or a related field.
• Industry certification such as CCST IT Support, Network+, CCNA, NCTI Operations Center Technical Support, OCR, MNOCR, or equivalent.
• Familiarity with Layer 1, Layer 2, and Layer 3 networking concepts.
• Knowledge of TCP/IP, IPv4/IPv6, routing, switching, VoIP, and carrier networking technologies.
• Exposure to MPLS, VLAN routing, Ethernet Virtual Circuits (EVC), optical transport, and enterprise networking services.
• Familiarity with network monitoring, incident management, change management, and ticketing systems.
• Exposure to diagnostic and monitoring tools such as SolarWinds, Wireshark, Grafana, Zabbix, Ping, SNMP, SSH, Trace Route, and NS Lookup.
• Understanding of enterprise business services, wholesale carrier services, and network operations processes.

Note: Team Members will be assigned a level based on the required experience and training. Advancement is sequential and contingent upon successful completion of all requirements at the preceding level, including certifications, proficiency tests, and time-in-role or equivalent experience where applicable.

Business NOC Technician I

• 1 year of technical support, telecommunications, networking, IT help desk, military communications, or related experience.

Business NOC Technician II

• 2 years minimum NOC, Engineering, Network Operations, Telecommunications, or Business Support technical experience.
• Apply working knowldege of business networking, IP routing, VoIP, and carrier services to diagnose and resolve service issues.
• Independently perform troubleshooting, circuit testing, service validation, and restoration activities.
• Coordinate issue resolution with internal teams, carriers, vendors, and customers.
• Analyze network events and alarms to support proactive service improvements.
• Provide guidance and technical support to less experienced team members.

Business NOC Technician III

• 4 years minimum NOC, Engineering, Network Operations, Telecommunications, or Business Support technical experience.
• Serve as a subject matter expert in network operations, carrier services, and advanced networking technologies.
• Lead complex incident response, troubleshooting, service restoration, and technical escalations.
• Oversee carrier turn-up activities, service acceptance testing, and change management processes.
• Review and approve complex operational changes while ensuring quality and compliance.
• Mentor team members, provide technical leadership, and act as an escalation resource.
• Drive continuous improvement through process enhancement, documentation, and operational best practices.

• Primarily works in an office, network operations center (NOC), data center, central office, or similar technical environment.
• Requires prolonged periods of sitting, viewing computer monitors, and using a keyboard and mouse.
• Works in a fast-paced, highly collaborative environment supporting network operations, service delivery, and customer-impacting events.
• Frequently responds to time-sensitive incidents, service outages, maintenance activities, and operational priorities.
• May be required to work more than 40 hours per week based on business needs.
• May be required to work evenings, weekends, holidays, or other non-standard hours.
• May be required to participate in an on-call rotation and respond to network incidents or business-critical events outside of regularly scheduled working hours.
• Limited travel may be required for training, meetings, business needs, or operational support activities.

• Frequently remains stationary while monitoring network systems, analyzing events, and responding to incidents.
• Frequent use of computers, multiple monitors, keyboards, telephones, and other office technology.
• Ability to read and interpret information presented on computer screens, monitoring systems, technical documentation, and reports.
• May occasionally move throughout office, technical, or network facility environments.
• May occasionally lift, move, or carry equipment and materials weighing up to 25 pounds.
• May occasionally work in data centers, headends, central offices, or other telecommunications facilities.

• Understanding, interpretation, and application of verbal and written instructions, technical information, policies, procedures, and network documentation.
• Analytical thinking and troubleshooting skills to identify, diagnose, and resolve network and service-related issues.
• Effective prioritization and management of multiple assignments, competing deadlines, and changing business needs.
• Sound judgment and decision-making when evaluating network conditions, service impacts, risks, and appropriate courses of action.
• Attention to detail to ensure accuracy, quality, and completeness of documentation, communications, and operational activities.
• Retention and application of technical knowledge gained through training, certification, and experience.
• Focus and effectiveness while responding to service outages, network incidents, escalations, and other time-sensitive situations.
• Professional verbal and written communication skills to collaborate effectively with customers, team members, vendors, carriers, and business partners.
• Adaptability and resilience in a fast-paced operational environment with shifting priorities and evolving technologies.
• Collaboration and problem-solving skills to support service restoration, operational excellence, and continuous improvement efforts.