Network Operations Center Technician

NextGen | GTA: A Kelly Telecom Company; Annapolis (MD); Hybrid; USD 50,000 - 75,000; Full time

Job summary

NextGen | GTA: A Kelly Telecom Company in Annapolis Junction, MD is seeking a NOC Technician for a hybrid schedule with in-office presence on Tuesdays and Thursdays and options for Sunday-Thursday or Tuesday-Saturday rotations. The Midnight shift runs 10 PM–6 AM, with an estimated 40–45 hour work week.

The technician will monitor client networks, validate alarms, create tickets, and escalate issues. SLA commitments and teamwork are essential for success.

Responsibilities

• Network Fault Management: Perform network fault isolation and repair.
• Event Management Support: Ensure that the on-shift or on-call supervisor is promptly notified of all Network, Environmental and Infrastructure events requiring Event Notification.
• Case & Change Management: Properly open, status, update, and close repair activities in appropriate databases. Direct field resources to resolve facility impairments or outages.
• Emergency Response: Provide backup and support Tier III during critical or catastrophic network events.
• Workload Management: Ensure all appropriate equipment alarms/tickets are being actioned. Actively monitoring the network and managing shift brief.
• Project Management: Projects will be assigned and expected to be completed within a certain deadline.

Job description

Title: Assisted Operations - NOC Technician (Annapolis Junction, MD)

Hybrid work schedule: Required to be in the Annapolis Junction, MD office on Tuesdays & Thursdays.

Candidate must be Flexible to Shift Work: Sunday-Thursday or Tuesday-Saturday.

Midnight Shift: 10 PM- 6 AM

Estimated work week 40-45 hours

NOC Technician is responsible for all network alarms that report on all Client's managed Customer network(s). The technician will be responsible for alarm validation, ticket creation, and technical escalation. The technician will have a good understanding of related alarms that are generated and how they impact the network. Network alarm detection and management are critical functions within the network repair process and can ultimately impact the ability to meet Service Level Agreement (SLA) commitments made to our Managed Services Customers.

Performance Expectations:

Responsible for maintaining high standards of work performance to include, but not limited to the following:

• Personal accountability: Reporting for work on time, notifying supervisors of any necessary overtime, accurate timesheet reporting, accounting, and managing personal time off.
• Conduct: Professional conduct in how we interact with our peers, management, and customers, maintaining a neat and professional appearance, staying motivated and displaying a positive attitude at work.
• Initiative: Displaying initiative in the absence of management by acting and accepting responsibility, ability to work efficiently with minimal supervision, and having the ability to cover other shift responsibilities in the absence of team members.
• Teamwork: Ability to work well with peers on daily tasks and responsibilities towards a common goal, ability to resolve minor conflicts within their team without management intervention being necessary.
• Communication: Ability to effectively communicate important information verbally, via IM, or email.
• Special Projects: Ability to accept and complete special tasks or projects outside of the normal range of an individual's normal responsibilities.

Roles/Responsibilities:

• Network Fault Management: Perform network fault isolation and repair.
• Event Management Support: Ensure that the on-shift or on-call supervisor is promptly notified of all Network, Environmental and Infrastructure events requiring Event Notification.
• Case & Change Management: Properly open, status, update, and close repair activities in appropriate databases. Direct field resources to resolve facility impairments or outages.
• Emergency Response: Provide backup and support Tier III during critical or catastrophic network events.
• Workload Management: Ensure all appropriate equipment alarms/tickets are being actioned. Actively monitoring the network and managing shift brief.
• Project Management: Projects will be assigned and expected to be completed within a certain deadline.