Proactively monitor network and service equipment to resolve outages and performance issues.

Oversee Tier I workflow and act as an escalation point for Tier I technicians, troubleshooting complex technical issues and providing advanced guidance.

Respond to tickets, calls, and emails within established SLA guidelines with professionalism.

Collaborate with field technicians, offering phone support and technical expertise.

Document solutions and maintain knowledge bases to improve operational efficiency.

Troubleshoot and repair system problems to ensure minimal recurrence and avoid rework.

Advocate for and implement network and system improvements based on technical expertise and existing SOP.

Maintain familiarity with all products and services to support customers effectively.

Generate creative solutions and approaches to issues and organizational processes.  

Manage performance of self and other NOC technicians to achieve expected results. 

Actively demonstrate reliability by maintaining a consistent work schedule. 

Carry 24x7 on-call responsibilities on a rotating basis, including weekends and holidays.

Provide additional shift coverage and assist with Tier I tasks when needed.

Perform other duties as assigned.

CompTIA Network + certification or comparable operational skills required.  

CompTIA LINUX+, LPIC certifications or comparable operational skills required. 

VMWare certifications, including vSphere, or comparable skills required. 

Cisco CCENT, CCNA certification or comparable operational skills beneficial. 

Experience in a Network Operations Center (NOC) monitoring and supporting mission-critical applications and services.

Proficiency in DNS, DHCP, TCP/IP, LAN/WAN architectures, VLANs, and subnetting.

Hands-on experience with routing protocols (BGP, OSPF) and high-availability solutions (VRRP, HSRP).

Familiarity with VPN technologies (IPSec, SSL/TLS) and automation tools like Ansible.

Knowledge of virtualization platforms (e.g., VMware vSphere) and Linux systems.

Operational understanding of scripting with Python, YAML, or JSON for automation and troubleshooting.

Strong diagnostic and problem-solving skills, with the ability to work independently or in a team.

Excellent verbal and written communication skills to explain technical concepts to diverse audiences.