We are searching for a highly motivated, dedicated, and experienced team member who understands the importance of business relationships to deliver our vision.  Who has the ability to adjust quickly to changing conditions, relishes tackling challenges in a fast-paced environment and delivers results with confidence, collaboration and determination.   

Our ideal candidate thrives in an innovative and agile environment, is an enterprising person who works collaboratively and partners across matrixed teams to plan, implement and support our technology by developing strong relationships. This role includes managing training programs, monitoring quality metrics, and implementing continuous improvement measures to ensure optimal operational performance. The NOC Training and Quality Specialist will collaborate across departments to develop robust training and quality processes that drive team success. 

What You’ll Accomplish and Experience 

• Monitor network and service infrastructure for outages and performance issues 

• Respond to support tickets, calls, and emails professionally and within SLA timelines 

• Support field technicians via phone and provide clear user instructions as needed 

• Use and maintain internal tools and documentation (knowledge base, FAQs, Wiki, etc.) 

• Troubleshoot hardware, software, and network issues with a focus on timely resolution 

• Accurately document troubleshooting steps, outcomes, and system status 

• Escalate issues when necessary while maintaining ownership through resolution 

• Stay familiar with the client's products, services, and emerging technologies 

• Reduce recurring issues through thorough root cause analysis 

• Prioritize time and workflow to deliver consistent, high-quality customer service 

• Log time and expenses accurately and submit according to established deadlines 

• Provide coverage during weekends and holidays as part of a rotating shift schedule 

• Identify process improvement opportunities and contribute to solutions 

• Demonstrate CCR values and a commitment to team collaboration and dependability 

• Consistently maintain a reliable work schedule 

• Perform additional duties as assigned 

Desirable Previous Experience 

• CompTIA Network+ certification or equivalent hands-on networking knowledge 

• Experience in a Network Operations Center supporting critical systems and applications 

• Familiarity with IP networking (IPv4, subnetting, NAT/PAT, TCP/IP, DNS, DHCP) 

• Experience with VPNs (IPsec, L2TP, PPTP, SSL/TLS, GRE) 

• Basic understanding of routing protocols (BGP, OSPF) and VLAN trunking (802.1q) 

• Operational knowledge of switching/routing architectures and network redundancy (VRRP, HSRP) 

• Exposure to network monitoring and ticketing tools (e.g., SolarWinds, Zabbix, Jira, ConnectWise) 

• Experience with Windows and Linux environments; VMware or virtualization tools a plus 

• Strong diagnostic and troubleshooting skills with attention to detail 

• Effective communicator—both written and verbal 

• Demonstrated ability to work in fast-paced, customer-facing environments 

• Adaptability to changing priorities and evolving technology 

• Passion for learning and delivering quality service 

• Team-oriented with a strong sense of accountability and initiative