NOC Agent

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.

Key Responsibilities

• Maintain network performance, monitor alarms, outages, and service degradation events.
• Escalate incidents to Engineering, Field Operations, Vendors, and Leadership when necessary.
• Manage post-outage investigations and assist with Root Cause Analysis (RCA) documentation.
• Provide outage communications and status updates.
• Maintain and manage NOC email queues, escalation mailboxes, Microsoft Teams chats, and operational communication channels.
• Support 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.
• Participate in incident reviews.
• Aid in change management validation and maintenance window monitoring.

Requirements

• 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.
• Familiarity with Layer 1, Layer 2, and Layer 3 networking concepts, including 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.