NOC Technician - 2nd shift

• Shift: 2nd Shift | 2:00 PM – 10:00 PM EST
• Hybrid Model:
• Work from Home:
  Thursday, Friday
• Additional Availability: Occasional weekends and holidays as required

The NOC Technician – SCFS provides operational support within a 24x7x365 Network Operations Center (NOC) environment. This role is responsible for monitoring, troubleshooting, resolving, and escalating alarms and service issues across Distributed Antenna Systems (DAS) and Small Cell networks
. The technician ensures network reliability, compliance with customer SLAs, and effective communication with internal teams, field operations, and customers.

• Monitor DAS and Small Cell networks using NOC tools to identify alarms, outages, and performance degradation.
• Analyze alarms and correlate multiple events to determine root cause and service impact.
• Perform first-level troubleshooting and basic configuration of DAS and Small Cell network alarms.
• Use remote access tools to localize issues to host or remote network equipment.
• Initiate service restoration activities and escalation complex issues to Tier 2 support as needed.
• Serve as the primary point of contact for Small Cell Operations incidents.
• Engage field operations teams to verify repairs, conduct testing, and confirm resolution.
• Act as first contact during large-scale outages and coordinate internal and external response efforts.
• Review and support both planned and unplanned network infrastructure changes.
• Respond to customer inquiries and service requests in a professional and timely manner.
• Proactively notify customers of network outages, service impacts, and resolution updates.
• Maintain continuous internal communication with the Fiber NOC regarding alarm status and resolutions.
• Provide external communication to customers on escalation status and outage progress.

• Accurately document incidents, troubleshooting steps, and resolutions in ticketing systems.
• Complete maintenance tickets and outage reports in accordance with operational standards.
• Provide feedback and post-incident details to customers, contractors, technicians, and internal teams.

• Maintain a working knowledge of all systems, tools, processes, and products used within the SCN NOC.
• Stay current on wireless network technologies, monitoring systems, and troubleshooting methodologies.

• Associate’s degree or equivalent technical training in Electronics, Information Technology, or a related field

• 3–5 years of experience in:
• Customer service and/or service dispatch
• Telecommunications or wireless network environments (preferred)

• Experience with Fiber, DAS, and Small Cell networks (strongly preferred)
• Familiarity with wireless telecommunications network management systems
• Proficiency in Microsoft Office and ability to quickly learn specialized NOC tools
• Strong troubleshooting and alarm analysis skills

• Excellent customer service and communication skills (written and verbal)
• Strong attention to detail and documentation accuracy
• Ability to multitask effectively in a fast-paced, high-availability environment
• High level of personal accountability and self-motivation
• Sound judgment and ability to make critical decisions under pressure

• Hybrid work environment: approximately 60% onsite / 40% remote
• Fast-paced NOC setting with time-sensitive responsibilities
• Extended screen time and use of multiple monitoring systems
• May require availability outside standard schedule for outages or escalations