NOC Technician

Description

With over 25 years of experience, Socket Fiber is one of the fastest growing fiber internet providers in Missouri, Illinois, Arkansas and Tennessee and is dedicated to building and expanding high-speed fiber optic networks that connect communities. We are committed to innovation, quality, and delivering exceptional service to our customers. Join our dynamic team and be a part of shaping the future of connectivity!

Are you passionate about technology, troubleshooting, and keeping customers connected? As a Network Operations Center (NOC) Technician
, you'll monitor our fiber network, support FTTH services, investigate alarms and outages, and help provision business customer solutions in a fast-paced, team-oriented environment.

This is an in-office position.

Key responsibilities include:

• Monitor network management, alarm, and monitoring systems for network and service-impacting events.
• Monitor FTTH/PON infrastructure including OLTs, PON ports, ONTs/ONUs, uplinks, interfaces, and associated network equipment.
• Monitor network availability, alarms, utilization, packet loss, latency, and other performance indicators.
• Identify and respond to network outages, degraded services, and equipment alarms.
• Acknowledge, document, and track network alarms and incidents according to NOC procedures.
• Perform initial troubleshooting and determine the scope and potential impact of network events.
• Identify common network conditions such as:
  • OLT or PON port outages
  • Multiple ONTs offline
  • Individual ONT/customer outages
  • Fiber or optical signal issues
  • Interface or uplink failures
  • Equipment alarms
  • Power-related outages
  • Network congestion or high utilization
• Correlate alarms and events to determine whether an issue is isolated to a single customer, PON, OLT, site, or larger portion of the network.
• Escalate network issues appropriately based on established NOC procedures.

• Provide Tier 1 support for FTTH services utilizing primarily Adtran TA5K and related PON platforms
  , with additional Calix systems.
• Perform basic troubleshooting of OLTs, PON ports, ONTs/ONUs, and customer connectivity.
• Review ONT status, optical levels, alarms, registration status, and service configuration.
• Assist with identifying potential fiber, optical, equipment, or configuration problems.
• Verify customer service status and determine whether issues are network-related or customer-premises-related.
• Support field technicians by providing remote diagnostics and network information.
• Perform approved basic service actions such as ONT reprovisioning, service resets, or port/service validation when authorized.
• Maintain accurate documentation of troubleshooting activities.

• Assist with provisioning and activation of business customer services.
• Process approved service orders and provisioning requests according to established procedures.
• Assist with provisioning Internet, Ethernet, voice, and other supported business services.
• Validate service configuration and connectivity following provisioning.
• Coordinate with Sales, Customer Service, Engineering, Field Operations, and other departments when required.
• Verify service parameters, VLANs, bandwidth profiles, IP assignments, and other configuration elements as applicable to the service.
• Document provisioning activities and configuration changes.
• Escalate provisioning issues that require advanced network engineering or configuration expertise.

To be considered for this role, you'll need the following required qualifications:

• Basic understanding of networking concepts including:
  • TCP/IP
  • Ethernet
  • VLANs
  • DHCP
  • DNS
  • IPv4
  • Basic routing and switching concepts
• Basic understanding of fiber-optic and PON/FTTH technologies.
• Ability to understand basic network topology…