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The Network Operations Center (NOC) Technician is responsible for real-time monitoring, troubleshooting, and restoration of customer services across FirstComm’s managed network and UCaaS platforms. This is a customer-facing technical role that serves as a primary responder to service-impacting incidents involving data networking and voice services. This position requires strong technical judgment, clear communication, and the ability to quickly diagnose issues, restore service, or escalate appropriately based on severity and impact. The NOC operates 24x7x365, and this role supports continuous service availability and network stability.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Respond to inbound repair calls and system-generated alerts from customers, network vendors, wholesalers, and internal teams
• Troubleshoot service-impacting issues across multiple layers of the network using physical and remote diagnostic tools
• Validate network topologies, configurations, and provisioned services across FirstComm’s carrier and managed network environment
• Create and manage incident tickets, providing timely and accurate updates to internal stakeholders and customers
• Restore service through direct troubleshooting or coordinated action across internal teams and external partners
• Escalate incidents based on defined severity, service impact, and resolution thresholds, ensuring proper engagement of carrier vendors or internal resources
• Monitor core network alarms and respond with urgency to minimize customer impact and service disruption
• Support configuration and troubleshooting of customer environments including VoIP, SD-WAN, routers, firewalls, and WAN connectivity
• Participate in scheduled maintenance windows, migrations, and service changes as directed
• Contribute to documentation, knowledge base updates, and process improvements to support operational consistency
• Participate in ongoing training and development to maintain technical competency across supported services

REQUIRED QUALIFICATIONS

• 1 to 3 years of experience in a NOC, Help Desk, or similar technical support environment
• Hands-on experience troubleshooting network or voice service issues in a production environment
• Working knowledge of networking fundamentals including routing, switching, WAN connectivity, and VoIP/SIP
• Ability to troubleshoot circuit-based services across fiber and coax environments
• Familiarity with network monitoring tools and SNMP (v2/v3)
• Strong verbal and written communication skills
• Ability to work effectively in a fast-paced, high-pressure environment
• Associate’s degree in Computer Science, Networking, Electrical Engineering, or a related field, or equivalent experience

PREFERRED QUALIFICATIONS

• Bachelor’s degree in Computer Science, Networking, Electrical Engineering, or a related field, or equivalent relevant experience
• Experience in a telecommunications or managed services environment
• Experience with circuit or network inventory systems, such as Circuit Vision or similar platforms
• Relevant certifications such as CCNA, JNCIA, Network+, or similar
• LAN troubleshooting experience

ADDITIONAL REQUIREMENTS

• Ability to work a flexible schedule including nights, weekends, and holidays in a 24x7x365 environment
• Must possess a valid driver’s license and reliable transportation
• Must obtain Adtran ATSA Internetworking Certification within 90 days of hire

PHYSICAL REQUIREMENTS

• Remain seated for extended periods of time
• Occasionally bend, twist, and lift up to 25 pounds
• Maintain a high level of alertness while monitoring systems and responding to incidents

Equal Opportunity Employer

FirstComm is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by applicable federal, state, or local law.