Network Operations Center; NOC) Operator | RACOM Corporation

Are you inspired by the idea of supporting our nation’s critical infrastructure and securing communications for first responders, utilities, and transportation?

Are you an independent, self-motivated individual contributor also capable of rolling up your sleeves and supporting your teammates when unexpected challenges arise?

Eastern Communications, Ltd. is a critical communications provider based in Long Island City, Queens, NY. Founded in 1976, and acquired from original ownership in 2020, Eastern provides infrastructure, technical services, field replacement parts, and maintenance to a range of end users including public safety, transportation, utilities, and the federal government. The company has earned its exceptional reputation for delivering the highest quality products and services over its 45+ year history.

In February 2023, Eastern acquired Marshalltown, Iowa-based RACOM Corporation, and has since acquired both PMC Wireless in New Jersey and Gen Comm in Wisconsin. It now comprises 350 employees across 18 locations nationwide.

We are seeking a dependable Network Operations Center (NOC) Operator to join our team to monitor customer communication systems and coordinate responses when alerts or service issues occur. As a first point of contact, the NOC Operator follows established procedures, records accurate information, communicates with customers and internal teams, and escalates issues to the appropriate technical resources. This role works closely with other operators, internal stakeholders, customers, and third-party vendors to provide 24/7 support.

Training will be provided for the right candidate.

• Monitor Systems:
  Continuously oversee the performance and stability of Land Mobile Radio communication networks using specialized monitoring tools to detect and elevate anomalies promptly.
• Incident Management:
  Log and document all incidents, detailing defects and resolutions to maintain an updated knowledge base and facilitate continuous improvement.
• Customer Support:
  Serve as the initial contact for clients reporting network issues, providing timely and effective communication to ensure customer satisfaction.
• Report Generation:
  Prepare routine reports on incident tracking, outages, and maintenance activities to inform management and clients.
• Collaboration:
  
  Work closely with other operators, internal stakeholders, customers, and third-party vendors to ensure smooth operation of customers’ communication systems.
• Troubleshoot Issues:
  Identify and resolve basic problems following standard operating procedures (SOPs). Collaborate with field technicians and escalated complex issues to higher-level support when necessary.

• Customer Communication:
  Excellent verbal and written communication skills, with the ability to provide clear, professional, and responsive support to customers.
• Customer Service:
  Demonstrated ability to handle customer inquiries, build positive relationships, set appropriate expectations, and maintain a high level of service throughout an incident.
• Internal
  
  Collaboration:
  
  Ability to work effectively with service-center personnel, field technicians, vendors, and other internal stakeholders to coordinate service activities and resolve issues.
• Documentation and Attention to Detail:
  Strong organizational skills and the ability to document incidents, actions, and resolutions accurately and consistently.
• Ownership and Follow-Through:
  Proactive and dependable, with the ability to take ownership of issues, and follow through to resolution.
• Judgment Under Pressure:
  Ability to prioritize effectively, exercise sound judgment, and remain composed in time-sensitive situations.
• Learning Agility:
  Eagerness to learn…