NOC Monitoring Technician

We are seeking a detail-oriented Network Operations agent to join our team. This role involves managing network connectivity and troubleshooting issues to ensure seamless operations. 

Responsibilities include:

• Responding promptly to inbound alerts from monitoring systems.
• Conducting initial remote troubleshooting to identify root causes or restore connectivity.
• Creating and managing tickets with ISPs and incident management teams for circuit-related issues or outages.
• Coordinating with property and incident management teams to address power outages.
• Guiding property resources in resolving basic cabling or physical connectivity issues.
• Assisting property resources in troubleshooting basic device configurations or failure conditions.
• Collaborating with device manufacturers when equipment failure is suspected.
• Overseeing the RMA process, from initiation to approval/rejection.
• Providing remote support for RMA replacements once approved.
• Scheduling internal resources for on-site dispatch as needed, based on warranty or subscription status.
• Implementing temporary solutions where feasible and appropriate.

Requirements

• Understanding of TCP/IP, DNS, DHCP, and VPNs.
• Experience with WAN/LAN troubleshooting and network monitoring tools.
• Skilled in diagnosing connectivity, hardware, and configuration issues.
• Familiar with ISP and circuit-related troubleshooting.
• Experience with routers, switches, firewalls, and wireless devices.
• Knowledge of RMA processes and working with manufacturers.
• Proficiency in ticketing systems (e.g., SalesForce).
• Ability to work with ISPs, vendors, and property teams effectively.
• Clear communication with technical and non-technical stakeholders.
• Basic knowledge of power systems (e.g., UPS, generators).
• Has strong problem-solving, teamwork, and ability to prioritize tasks.