NOC Tier 1 - Remote (Holland, OH Preferred)

General Summary Velocity is a fast-paced company with an open-door environment seeking Data NOC Tier 1 Technicians to join our team. This is an entry-level role within a 24/7/365 Network Operations Center. The primary responsibility of the NOC Tier 1 Technician is to monitor, support, and troubleshoot customer network environments. This role works directly with customers, on-site technicians, carrier service providers, and Tier 2 Technicians to ensure timely resolution of network-related issues involvingbroadband circuits, routers, modems, switches, WiFi, VoIP, telephony, and other network-connected devices. Tier 1 Technicians are responsible for identifying issues, initiating troubleshooting, documenting activity, and escalating more complex problems to Tier 2 when necessary. We have the following shifts available. All in eastern time zone. Tuesday-Saturday 11:30am-8pm EST Wednesday-Sunday 3:30pm-12am EST Primary Duties And Responsibilities Demonstrate an obsession with excellent customer support and service deliveryMonitor automated systems, probes, alerts, trouble tickets, email, and phone queues for indications of network issuesTroubleshoot basic to mid-level network issues and take appropriate corrective actionsAccurately document all troubleshooting steps, updates, and resolutions in ticketing systemsCoordinate with on-site technicians, carrier service providers, and internal teams to resolve issues efficientlyEnsure all tickets are handled promptly, accurately, and followed through to completionEscalate complex or unresolved issues to Tier 2 Technicians following defined processesSupport and collaborate with fellow Tier 1 Technicians as part of a cohesive teamFollow instructions and guidance from Tier 2 Technicians on escalated issuesContinuously monitor customer networks for performance and reliability concernsIdentify opportunities for process improvements within the NOCPerform additional duties as assigned Skills And Abilities Strong customer service mindset with clear and professional communication skillsAbility to document technical information thoroughly and accuratelyBasic understanding of networking concepts and tools, including:OSI ModelTCP/IPRouters and switchesBroadband technologies (DSL, Ethernet)WiFiVoIP and telephony (POTS)TelnetAbility to multitask in a fast-paced environment while maintaining attention to detailStrong problem-solving skills with the ability to follow structured troubleshooting processesAbility to work both independently and collaboratively within a teamAbility to recognize when escalation to Tier 2 is required Qualifications, Education And Experience High School Diploma requiredAssociate degree preferred1+ year of experience in IT support, networking, or customer serviceEntry-level certifications (e.g., CompTIA Network+) are a plus but not required Candidates must be legally authorized to work in the United States without current or future employer sponsorship. Velocity does not sponsor employment-based visas or provide sponsorship for this position Why you'll love working at Velocity We are an energetic bunch — eager to succeed and have lots of company pride. We promote a collaborative work environment that prioritizes strengthening relationships with our customers and team members to achieve our goals. As a growing technology solutions and services company, every team member at Velocity has the opportunity to make an impact as we challenge ourselves to provide the best technology and customer experiences in the business. We’re excited about what we do, why we do it, and who we do it for. Diversity and Inclusion Velocity is committed to diversity and inclusion and is dedicated to fostering a work environment where all team members are comfortable bringing their authentic selves to work and have equal opportunities to thrive. Our team members work collaboratively and draw inspiration from various perspectives and experiences that make each of us unique. This strengthens our connections with our team members, customers, and communities. Our Values – Collaborative and Strong at the Core Customer-obsessedOne teamDo the right thingLet’s go! Our Benefits Medical, Dental, VisionPTO & Paid HolidaysPaid Sick Time401K – with Employer MatchPaid Parental LeaveCompany provided Life Insurance, Short/Long-Term DisabilitySupplemental Benefits Available About Velocity MSC Velocity started in 2005. Velocity's customer-obsessed approach, combined with its customized voice and data network solutions, and support services, enhances how multi-location enterprises communicate and do business. That’s why Velocity serves thousands of Fortune 500 companies across various industries. With over 500 employees, 13 redundant data centers, 450 carrier agreements, and 5,500 certified technicians throughout the U.S.— Velocity is an unstoppable force. To learn more, please visit https://velocitymsc.com/careers/ . Velocity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Velocity is an active participant with E-Verify.