NOC Technician (Overnight Shift)

Job Summary:

This NOC Technician I ensures the continuous performance and reliability of Midco’s fiber optic network and services. They rapidly detect and resolve service disruptions, minimizing customer impact. The position supports operational efficiency through monitoring, troubleshooting, and coordination across teams and vendors. Ultimately, they safeguards service quality and upholds Midco’s commitment to Bestness. The overnight shift for this position is as follows: Sunday 7PM-7AM, Monday 9PM-7AM, Tuesday 10PM-7AM, Wednesday, 10PM-7AM

 

Responsibilities:

• Engage in reactive and proactive monitoring of the multi-service fiber optic network and related services, including video, telephone, Internet, and Enterprise IT services to quickly identify network events, impaired services, or unplanned outages.
• Evaluate network alarm conditions and service outages; follow procedures to validate and classify impact.
• Identify and document events as they occur, enter relevant information in Midco's ticketing system.
• Perform basic troubleshooting/information gathering and escalate to the appropriate personnel for additional troubleshooting, mitigation, and restoration.
• Actively coordinate mitigation and resolution of service outages; assist in troubleshooting and pinpointing service outage components.
• Engage and coordinate efforts with third parties and vendors to resolve problems and issues.
• Communicate with users, group members, Engineering, Field OPS, and Management regarding service outages and/or equipment malfunctions; provide regular updates on high priority network events, escalating as necessary.
• Coordinate preventive maintenance activity with Field Ops personnel; perform pre/post QC verification.
• Input and review change requests for moderately complex maintenance activity.
• Perform pre/post QC checks as part of maintenance activity; review nightly change calendar for potentially high risk or high impacting maintenance.
• Generate operational reports such as power supply battery health and transponder state.
• Review and offer updates to process documentation to ensure all procedures are known.
• Model Midco’s mission, vision, values, ethos, and Leadership Success Drivers, and inspire others to do the same.
• Ensure customer privacy by adhering to Midco’s privacy guidelines while actively following Midco policies and procedures.
• Maintain reliable and predictable attendance as required by the position.
• Perform other duties as assigned.

Note: Management reserves the right to assign or reassign functions and responsibilities to this job description at any time.

Required Qualifications:

• High school diploma, vocational certification in technology field, or equivalent industry work experience required.
• One year related technological experience required.

Preferred Qualifications:

• General knowledge of internal proprietary methods of service delivery is preferred.
• NCTI “Operations Center Technical Support I” course completed or completed within the first year of employment.
• Basic understanding of networking, RF signal processing, AC & DC power.
• Ability to read and comprehend technical literature.

Work Environment:

• The noise level in the work environment is moderate.
• May be required to work in excess of 40 hours per week and other than normal business hours, such as holidays, evenings and weekends as business demands

Physical Demands:

• May occasionally be required to reach with hands and arms, stoop, kneel, or crouch.
• Heavy keyboard/mouse usage required with repetitive movements.  
• Must remain at your desk or workstation for long periods of time.  

Mental Demands:

• Ability to break down complex problems, evaluate multiple solutions, and make data-informed decisions.
• Empathy to understand user needs and solve problems quickly.
• Collaboration to work with cross functional teams to fix issues.