Network Operations Center (NOC) Operator | RACOM Corporation

Lever, Inc.; Marshalltown (IA); Hybrid; USD 50,000 - 70,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid Parental Leave

401k match

Paid holidays

Ongoing training

Advancement opportunities

Job summary

Eastern Communications, Ltd. is looking for a dependable Network Operations Center (NOC) Operator to support vital communications systems. This role involves monitoring systems, logging incidents, providing customer support, and generating reports.

The selected candidate will work closely with other operators and stakeholders to ensure optimal functionality. The ideal candidate should possess excellent communication skills and the ability to manage incidents while maintaining customer

Qualifications

• Excellent verbal and written communication skills.
• Demonstrated ability to handle customer inquiries.
• Strong organizational skills and attention to detail.
• Proactive and dependable with ownership of issues.
• Ability to prioritize and remain composed under pressure.

Responsibilities

• Monitor performance of Land Mobile Radio communication networks.
• Log and document all incidents for continuous improvement.
• Serve as initial contact for clients reporting network issues.
• Prepare routine reports on incidents and maintenance activities.
• Work closely with stakeholders to ensure smooth operations.
• Identify and resolve basic issues, escalating when necessary.

Skills

Customer Communication

Customer Service

Internal Collaboration

Documentation

Ownership

Judgment Under Pressure

Learning Agility

Tools

Network Monitoring Tools

Radio Equipment

Job description

Are you inspired by the idea of supporting our nation’s critical infrastructure and securing communications for first responders, utilities, and transportation?

Are you an independent, self-motivated individual contributor also capable of rolling up your sleeves and supporting your teammates when unexpected challenges arise?

Company Overview

Eastern Communications, Ltd. is a critical communications provider based in Long Island City, Queens, NY. Founded in 1976, and acquired from original ownership in 2020, Eastern provides infrastructure, technical services, field replacement parts, and maintenance to a range of end users including public safety, transportation, utilities, and the federal government. The company has earned its exceptional reputation for delivering the highest quality products and services over its 45+ year history. In February 2023, Eastern acquired Marshalltown, Iowa-based RACOM Corporation, and has since acquired both PMC Wireless in New Jersey and GenComm in Wisconsin. It now comprises 350 employees across 18 locations nationwide.

Role Overview

We are seeking a dependable Network Operations Center (NOC) Operator to join our team to monitor customer communication systems and coordinate responses when alerts or service issues occur. As a first point of contact, the NOC Operator follows established procedures, records accurate information, communicates with customers and internal teams, and escalates issues to the appropriate technical resources. This role works closely with other operators, internal stakeholders, customers, and third-party vendors to provide 24/7 support. Training will be provided for the right candidate.

Key Responsibilities Include:

• Monitor Systems: Continuously oversee the performance and stability of Land Mobile Radio communication networks using specialized monitoring tools to detect and escalates anomalies promptly.
• Incident Management: Log and document all incidents, detailing defects and resolutions to maintain an updated knowledge base and facilitate continuous improvement.
• Customer Support: Serve as the initial contact for clients reporting network issues, providing timely and effective communication to ensure customer satisfaction.
• Report Generation: Prepare routine reports on incident tracking, outages, and maintenance activities to inform management and clients.
• Collaboration: Work closely with other operators, internal stakeholders, customers, and third-party vendors to ensure smooth operation of customers’ communication systems.
• Troubleshoot Issues: Identify and resolve basic problems following standard operating procedures (SOPs). Collaborate with field technicians and elevates complex issues to higher-level support when necessary.

Qualifications:

Required

• Customer Communication: Excellent verbal and written communication skills, with the ability to provide clear, professional, and responsive support to customers.
• Customer Service: Demonstrated ability to handle customer inquiries, build positive relationships, set appropriate expectations, and maintain a high level of service throughout an incident.
• Internal Collaboration: Ability to work effectively with service-center personnel, field technicians, vendors, and other internal stakeholders to coordinate service activities and resolve issues.
• Documentation and Attention to Detail: Strong organizational skills and the ability to document incidents, actions, and resolutions accurately and consistently.
• Ownership and Follow-Through: Proactive and dependable, with the ability to take ownership of issues, and follow through to resolution.
• Judgment Under Pressure: Ability to prioritize effectively, exercise sound judgment, and remain composed in time-sensitive situations.
• Learning Agility: Eagerness to learn new systems, technologies, processes, and industry concepts, and to apply feedback to improve performance.

Preferred

• Prior Experience: 3–4 years of experience in network operations, technical support, dispatch, customer service, a call center, or a similar fast-paced support environment is preferred.
• Technical Experience: Familiarity with network monitoring, technical support, troubleshooting, or communication systems, including radio equipment, system infrastructure, and VHF/UHF technologies, is a plus.
• Industry Experience: Experience in Land Mobile Radio (LMR), public safety communications, telecommunications, utilities, or a related industry is a plus.

Availability:

Standard working hours are 8:00 AM to 5:00 PM, Monday through Friday. However, candidates must be willing to cover additional shifts, including nights, weekends, and holidays, to ensure 24/7 network support, especially in cases where other operators are unavailable.

What we Can Offer You

• Competitive salary with growth potential.
• Health, dental, and vision insurance.
• Paid Parental Leave
• 401k with up to 3% match.
• Paid holidays, vacation, and sick days.
• Ongoing technical training.
• Advancement opportunities.
• Safe, clean, and friendly work environment.