Business NOC Technician

Work Location Type Onsite ### Location(s) ### Job Description Job Summary: As a Business NOC Technician, you are responsible for the monitoring, support, troubleshooting, coordination, and continuous improvement of Midco's Enterprise and Wholesale Carrier network services. Business NOC Technicians support the operational lifecycle of business and carrier services by monitoring network performance, responding to incidents, coordinating service restoration activities, supporting maintenance and change management processes, validating service delivery, and maintaining operational documentation. You will partner with vendors, carriers, and internal stakeholders to deliver reliable, secure, and high-performing network services while ensuring exceptional customer experiences. Position levels range from Business NOC Technician I through Business NOC Technician III, reflecting increasing levels of technical expertise, responsibility, autonomy, and operational impact. Responsibilities: - Engage in reactive and proactive monitoring of the multi-service fiber optic network and related services, including video, voice, internet, Enterprise IT services, Advanced Enterprise services, and Wholesale Carrier services to identify network events, impaired services, performance issues, and outages. - Monitor network resources, components, carrier circuits, and customer connections for performance degradation, equipment failures, capacity concerns, and service interruptions. - Evaluate network alarms, alerts, and service-impacting events; validate conditions, assess customer impact, and take appropriate action according to established procedures. - Identify, document, update, and maintain incidents, service requests, maintenance records, and operational activities within applicable systems and tools. - Troubleshoot network, service, and customer-impacting issues using established processes, diagnostic tools, and technical knowledge; escalate issues as appropriate. - Coordinate and support mitigation, restoration, and resolution activities for network events, service outages, and customer-impacting incidents. - Communicate service-impacting events, maintenance activities, status updates, and restoration progress to customers, team members, leadership, vendors, and internal stakeholders as required. - Coordinate troubleshooting, testing, and restoration efforts with Engineering, Field Operations, Customer Care, vendors, carriers, and third-party providers. - Support the testing, activation, turn-up, validation, and ongoing operation of customer, carrier, and enterprise network services and circuits. - Review, create, support, and execute change management activities in accordance with established processes and procedures. - Evaluate maintenance notifications and coordinate maintenance activities with internal teams, carriers, vendors, and business partners. - Perform pre-maintenance, post-maintenance, and quality control verification activities to validate service performance and network integrity. - Conduct proactive network surveillance, health checks, and preventative maintenance activities to identify risks and support network reliability. - Generate, review, and maintain operational reports, technical records, inventory information, and system documentation. - Draft, review, maintain, and improve process documentation, standard operating procedures, knowledge base articles, and operational guidelines. - Analyze network events, troubleshooting data, and service trends to support root cause identification, service improvement, and operational effectiveness. - Utilize network monitoring, incident management, change management, and diagnostic platforms to support network operations and service delivery. - Maintain technical knowledge of netw rking technologies, carrier services, monitoring platforms, operational procedures, and industry best practices. - Support onboarding, training, knowledge sharing, and continuous improvement efforts within the department. - Model Midcos mission, vision, values, ethos, and Leadership Success Drivers, and inspire others to do the same. - Ensure customer privacy by adhering to Midcos 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 or equivalent (GED). - Relevant technical experience ranging from 1 to 4+ years, depending on the position level. - This position may be filled at the Business NOC Technician I, II, or III level based on the selected candidate's qualifications and experience. Preferred Qualifications: Associate's degree in Information Technology, Computer Science, Network Engineering, Telecommunications, or a related field. Industry certification such as CCST IT Support, Network+, CCNA, NCTI Operations Center Technical Support, OCR, MNOCR, or equivalent. Familiarity with Layer 1, Layer 2, and Layer 3 networking concepts. Knowledge of TCP/IP, IPv4/IPv6, routing, switching, VoIP, and carrier networking technologies. Exposure to MPLS, VLAN routing, Ethernet Virtual Circuits (EVC), optical transport, and enterprise networking services. Familiarity with network monitoring, incident management, change management, and ticketing systems. Exposure to diagnostic and monitoring tools such as SolarWinds, Wireshark, Grafana, Zabbix, Ping, SNMP, SSH, Trace Route, and NS Lookup. Understanding of enterprise business services, wholesale carrier ser