NOC Technician

Full job description

** This position requires coming into the office on Wednesdays and Thursdays **

The NOC Technician is responsible for advanced network troubleshooting, incident resolution, and proactive monitoring for complex network issues, acting as a point of escalation for Tier 1 staff. Key responsibilities include analyzing network performance, implementing solutions to ensure network availability, providing technical support to customers, and contributing to network documentation, requiring flexibility for shift work..

• Responsible for understanding and adhering to company policies and living the Logix values
• Deliver timely results, ensure output is accurate and of high quality, focus on reliability
• Build domain knowledge and awareness of industry best practices
• Aware of larger strategy; complete tactical actions to support strategy and can contribute to discussions
• Competent in own role; aware of adjacent roles
• Understand position in Logix's value chain and impact on other roles
• Understand my role and how I impact our customers' experience
• Communicate clearly and ask questions for clarification
• Escalate risks to leadership
• Collaborates openly and effectively with team members and across the organization

• None

Each team member has a responsibility to support and operate in alignment with our culture and company values. The behaviors and actions for each value may be different depending on the team member’s role and are critical to both the success of team members and the company.

• Diagnose, troubleshoot, and resolve complex network incidents and technical issues escalated from Tier 1.
• Responsible for analyzing, isolating and troubleshooting voice, voice facilities, transport, data/IP and email (hosted exchange) issues that are either reported directly by our customers or identified via an alarm surveillance systems.
• Work in unison or escalates as required with other departments and external vendors to identify and resolve issues. This includes coordinating Field service dispatches or consultations focused on trouble resolutions.
• Provide written and/or verbal updates to customers experiencing any technology network/product issue. Includes, but not limited to: voice, hosted PBX, Internet, email, VPN, MPLS, transport digital and optical and DWDM.
• Conducts all testing possible to clear the Logix network prior to opening a trouble ticket with a vendor. Reports issue to vendor accurately and documents all vendor interaction, ticket numbers, testing and progress/updates within Logix ticketing system. Updates customer in timely manner or within committed intervals.

• Monitor network performance, event logs, and alarms using various tools to identify potential problems and ensure high availability.
• Perform proactive customer service by reviewing accounts, surveillance tools and reports to identify areas of concern or opportunity.
• Develops plan, and when necessary obtains approval to implement improvement plan based on network issue. Engages other teams as needed to complete the improvement.

• Perform intermediate operational and network maintenance tasks to maintain high standards of network performance and availability. These tasks can include provisioning routers, switches, and firewalls with standard configurations, and implementing network upgrades.

• Provide direct technical support to end-users and customers, often acting as a liaison between the customer and other internal teams.

• Serve as an escalation point for more challenging problems or outages that Tier 1 staff cannot resolve.

• 2–5 years of experience in a NOC or similar technical support role, with hands‑on network experience managing and supporting critical infrastructure.
• Networking knowledge:
  Advanced knowledge of networking technologies, including TCP/IP, LAN/WAN, VLANs, and routing protocols like BGP and OSPF.
• Equipment expertise:
  Familiarity with network hardware from vendors such as Cisco, Juniper, Ciena, Adtran, and…