24/7 NOC Technician I - Network Ops & Troubleshooting

RCN Telecom Services (Lehigh) LLC; Schoenersville (PA); On-site; USD 33,000 - 52,000; Full time

Benefits offered by this job

401k match

Medical/Dental/Vision/Life/STD

Paid Time Off

Floating Holidays 40 hours

Paid Holidays 7 days

Tuition reimbursement

Employee discounts

Job summary

Astound is seeking a NOC Technician I to monitor, triage and support voice, data, and video networks, handling tickets and outages 24/7. Strong ITIL knowledge, Windows OS experience, and familiarity with RT/ServiceNow and NMS tools are required.

Responsibilities include incident management, coordination with engineers and field teams, and communicating outages with stakeholders. The role supports ongoing maintenance and adheres to standard procedures.

Qualifications

• Knowledge of ITIL best practices including Monitoring & Event Management, Incident Management, Change Management and Problem Management.
• Working knowledge of Windows OS and strong Microsoft Office skills.
• Experience with Incident Management ticketing systems such as Request Tracker (RT), or Service Now.
• Familiar with, and experience using Network Management monitoring Systems [NMS] such as IBM Tivoli/Netcool, Cacti, SevOne, NMS systems, etc.
• Ability to accommodate irregular scheduling to support business operations when required.

Responsibilities

• Monitor and manage a 24/7/365 NOC, perform first-level fault triage and triage for voice, data, and video networks.
• Open, update, and close tickets for service impacting events and outages; document RFOs.
• Prepare and send FLASH notifications and alerts to stakeholders, including executives.
• Coordinate with IP, Switch, and Fiber Transport engineers and field teams as needed.
• Escalate to appropriate parties and engage 3rd party vendors for problem resolution.
• Assist with planned maintenance during scheduled windows and maintain procedures.

Skills

ITIL

Windows OS

RT/ServiceNow

NMS tools

Scheduling flexibility

Troubleshooting

Communication

Negotiation

Time management

Network equipment familiarity

Education

High school diploma

Tools

IBM Tivoli Netcool

Cacti

SevOne

Job description

Astound is seeking a NOC Technician I to monitor, triage and support voice, data, and video networks, handling tickets and outages 24/7. Strong ITIL knowledge, Windows OS experience, and familiarity with RT/ServiceNow and NMS tools are required.

Responsibilities include incident management, coordination with engineers and field teams, and communicating outages with stakeholders. The role supports ongoing maintenance and adheres to standard procedures.