NOC Support Specialist

Enshored has been powering growth for disruptive brands and leading companies in the US and Europe since 2014. As part of Inc 5000 fastest-growing companies in the US, our commitment to pushing the extra mile helps our clients reach their business’ optimal growth potential, may it be from the ground up or by innovative transformation.

Our team is composed of hand-picked talented individuals adapted to handle themselves in a balanced environment of smart and hard work while maintaining a dynamic relationship with stakeholders, leaders, and team members. Important decisions revolve around the guidance of our core values, especially when choosing the right people:

• Grit. We never give up. We don't always know the answer, but we don't give up until we crack it. Sticking at it makes us stronger.

• Curiosity. We want to know you, what makes you tick and what it will take to help you grow.

• Learning. Learning is the key to mobility, growth, and transformation. It's a commitment. We're committed.

• Grace. The unconditional love for our fellow man. What is this world without love – merely a transactional scorecard of winners and losers. We don't want to reinforce that operating system. We are driving a paradigm shift to an infinite mindset where we start from the knowledge that there is plenty to go around.

• Honesty & Sincerity. Being true to ourselves. Being honest, being open, trustworthy and truthful. Sincerity provides depth to honesty, as our honesty at times can even betray us, as we all hide behind our deep pain and hurt.

• Integrity. Integrity is standing up for what we believe is right and living by our highest values.

Our philosophy leads us to invest in the best people we can find, and working side by side, we help them build the career paths they deserve.

Don’t just take our word for it; experience the growth yourself!

If you don’t know where to start, check us out at www.enshored.com.

Job Overview

Enshored is seeking a Tier 2 NOC Support Specialist to support and maintain the technical health of our partner's regional network infrastructure. This role focuses on ensuring network stability, resolving advanced escalations from Tier 1, and maintaining the technical integrity of service delivery.

The NOC Specialist acts as a technical liaison for field operations and Tier 1 teams, focusing on day-to-day incident resolution while collaborating with the client’s internal teams to drive continuous improvement in network performance. This position is ideal for a technical professional ready to deepen their expertise in ISP infrastructure and regional network management within a fast-growing global BPO environment.

Key Responsibilities

• Escalation Management: Resolve complex technical issues escalated by Tier 1 involving advanced networking, VLAN mismatches, and signal interference.

• Edge Device Management: Perform remote configuration and troubleshooting on OLTs, ONT’s, AP’s and Edge Switches with residents, end users, property management and maintenance staff and field technicians.

• Regional Monitoring: Monitor regional segments of the network to identify localized outages and initiate the incident response process.

• Field Support: Act as the remote technical lead for field technicians, verifying signal levels and port configurations during on-site repairs.

• Ticket Documentation: Maintain detailed logs of troubleshooting steps to ensure Tier 3 has high-quality data if further escalation is required.

• Property Outage Notification: review and approve notifications to properties regarding initial, periodic and resolved site outage issues.

Technical Qualifications

• Certifications: CCNA (Cisco Certified Network Associate) certification or equivalent experience is highly preferred.

• Wireless Expertise: In-depth knowledge of wireless technology and managed Wi-Fi solutions. Experience with 802.11/Wi-Fi standards is essential.

• Platform Proficiency: Strong preference for candidates with hands-on experience in the following platforms for managed Wi-Fi solutions (Switches and Access Points):

• Ruckus Wireless

• Cambium

• Cisco

• Ubiquity

• Mikrotik

• Networking Fundamentals: Comprehensive understanding of switching and routing functions is strongly preferred.

• ISP Knowledge: Familiarity with ISP services and infrastructure operations.

• Managed Services: Ability to deploy, configure, and troubleshoot managed Wi-Fi environments for residential or commercial clients.

Experience

• 3+ years of technical support experience in an ISP environment, with at least 1 year in an escalated or Tier 2 capacity.

• Must demonstrate the ability to communicate technical solutions clearly to US-based customers and field technicians.

• Excellent knowledge of word processing tools and spreadsheets (MS Office Word, Excel etc.)

• Excellent attention to detail

• CEFR Level B2 English Proficiency for both oral and written communication

About Enshored

Enshored is the leading outsourcer for start-ups. We’re here for the innovators, for the scalers. We’re here for the creators, for the makers, for the horizon scanners who saw it and then went out there and built it. We believe that when our people thrive, our clients thrive too. When we all thrive, the world becomes a better place.

At Enshored, this means: We support our people to achieve their potential and contribute to their best ability through structured learning and career development. We embrace diversity. We understand that people are all different and need different challenges. We don’t treat individuals as cogs in the machine. We provide the environment, tools, and support system to thrive.