NOC TECHNICIAN

Job Summary: Ensure 24/7 availability and performance of network infrastructure through monitoring, incident response, escalation management, and technical support while maintaining SLAs and collaborating with cross-functional teams.
Key Responsibilities:
• Network Monitoring & Performance:
• Use SolarWinds, PRTG, Nagios, Zabbix, and proprietary systems like Cosmos for monitoring
• Analyze performance trends, bandwidth, latency, packet loss, and KPIs
• Maintain monitoring thresholds, alert policies, and SLA metrics
• Incident & Problem Management:
• Respond to alerts and outages within SLA timeframes
• Perform triage, diagnose, and manage incident lifecycle
• Conduct root cause analysis and document lessons learned
• Track trends and recommend preventive measures
• Escalation Management:
• Serve as primary escalation point for Tier 1 and Tier 2 support teams
• Escalate complex issues to Tier 4 engineers and specialized teams
• Coordinate vendor support and facilitate bridge calls during major incidents
• Manage communication between technical teams, management, and stakeholders
• Network Operations & Maintenance:
• Execute firmware updates, patches, and configuration changes
• Configure routers, switches, firewalls, load balancers, wireless controllers
• Implement VLANs, access control policies, and VPN connections
• Perform change management and maintenance window activities
• Troubleshooting & Support:
• Resolve issues across LAN, WAN, MPLS, SD-WAN, wireless networks
• Troubleshoot routing/switching (BGP, OSPF, EIGRP, STP)
• Analyze traffic using Wireshark, tcpdump
• Address DNS, DHCP, firewall, NAT, and VoIP issues
• Manage SSID requests, conference issues, and other special requests
• Field Technician Coordination & Dispatch:
• Coordinate tech dispatches for PMS troubleshooting and connectivity issues
• Perform WiFi site surveys, coverage analysis, and wireless optimization
• Coordinate with 3rd party vendors for video, VoIP, and conference room technology troubleshooting
• Manage on-site troubleshooting and vendor escalations
• Documentation & Collaboration:
• Maintain network documentation, topology diagrams, and SOPs
• Create post-incident and root cause analysis (RCA) reports
• Participate in capacity planning and continuous improvement initiatives
• Collaborate with Engineering, logistics, equipment, and third-party vendors for equipment and technology integration
Required Qualifications:
• Technical Skills:
• TCP/IP, routing protocols, VLANs, QoS
• Cisco, Ruckus, Aruba/HP, Meraki routers, switches, wireless controllers
• Firewalls (Cisco ASA, Fortinet, Watchguard)
• Monitoring tools (SolarWinds, PRTG, Nagios, Zabbix, Cosmos)
• Wireshark, tcpdump, packet analysis
• VPN, SD-WAN, load balancers, wired (Ethernet and fiber) and wireless networking
• Property Management Systems (PMS) and hospitality technology (preferred)
• Certifications (Preferred): CCNA, CCNP, Ruckus Certified, Aruba Certified, Meraki Certified, CompTIA Network+, CWNA, Fortinet NSE
• Experience:
• 1+ years in network operations or NOC
• Incident management and escalation handling
• Coordination with field technicians and dispatch operations
• Soft Skills:
• Strong communication and problem-solving skills
• Calm under pressure during critical incidents
• Team collaboration and mentoring abilities
• Time management and prioritization
• Education: Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience
Working Conditions:
• Shift work required (24/7 operations)
• May require on-call availability

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