NOC Surveillance Agent

NOC Surveillance Agent

As one of the largest utility distribution organizations in America, we constantly strive to bring our best to our customers, suppliers, and fellow associates. Irby Utilities is uniquely positioned to provide dynamic solutions to essential utility services impacting our local and broader communities.

The Network Operations Center (NOC) is responsible for the operation, maintenance, administration, and performance management of customer IP networks. The NOC serves as both an escalation point for end-user issues that cannot be resolved by field personnel or help desk technicians and a first responder for network outages or impairments. In this role, the NOC helps maintain the uptime and availability of platforms, network elements, and services across customer networks.

Operating 24x7x365, the NOC provides continuous monitoring, response, and support for network issues. The team also provides feedback to engineering to improve the end-user experience, enhance NOC tools and monitoring, support new network products and services, and refine existing offerings. The NOC works closely with multiple internal and external teams to ensure reported or identified network issues are resolved accurately and in a timely manner.

The NOC Surveillance Agent plays a critical role in maintaining visibility and operational awareness across all customer networks. This position is responsible for continuously monitoring customer networks using multiple Network Monitoring Systems (NMS), acknowledging and validating alerts, communicating service-impacting events to internal and external stakeholders, and completing daily handoff reporting to ensure a seamless transition between shifts.

Essential Duties & Responsibilities:

• Monitor Network alarms, service dashboards, NMS, and operational systems for potential service interruptions and outages.
• Create incident tickets for outages, service interruptions, and customer-impacting events.
• Follow established escalation procedures to notify the appropriate teams of network issues/events.
• Utilize Utility outage maps, vendor notifications, and other external resources for events that may affect customer services.
• Maintain accurate records of network events and outages.
• Coordinate shift handoffs with other NOC Surveillance Agents.

Minimum Qualifications:

• Basic computer skills and familiarity with common software applications.
• Strong written and verbal communication skills.
• Ability to multitask and remain organized in a fast-paced environment.
• Ability to work nights, weekends, and holidays as needed.
• Strong attention to detail and ability to follow documented instructions.

Preferred Qualifications:

• Interest in Networking, Telecommunications, or Information Technology.
• Previous customer service, technical support, dispatch, or call center experience.
• Exposure to networking concepts such as routers, switches, fiber optic networks, or internet services.
• Pursuing or interested in IT certifications such as CompTIA A+, CompTIA Network+, or vendor specific associate level certifications.
• Understanding of Network Monitoring Systems (NMS).
• Understanding of IPv4 or IPv6 networks and IP routing.

Irby Utilities is a crucial link in the distribution chain, connecting manufacturers to their customers in electrical power, natural gas, and broadband services. Our team delivers end-to-end solutions through logistical and operational support, sales and account management, project services, data analysis, and more. We firmly attribute our success to our people in each of these fields, and we are constantly advancing our skills and abilities.

Our Competitive Benefits:

• 401K Plan
• Competitive medical plans (medical, dental, and vision)
• Paid time off
• Paid company holidays
• Floating holiday
• On demand pay
• Flexible spending accounts (health and dependent care)
• Employee assistance program
• Tuition reimbursement
• Employee discounts
• Long-term and short-term disability
• Life insurance

Irby is a leading fulfillment and solutions provider for utility and utility contracting marketplaces. Pairing nearly 100 years of utility experience with the industry's top technologies and manufacturers, Irby is poised to provide innovative products and customized services to serve its nationwide client base best. Irby offers a complete portfolio to each of its core business segments: distribution, transmission, substation, generation, renewable energy, EPC, fiber/broadband communications, and gas.