Network Operations Technician

Kelly Services; Seattle (WA); Presencial; USD 80.000 - 95.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

401(k)

Dental insurance

Health insurance

Paid time off

Vision insurance

Descripción de la vacante

Kelly Services is seeking a capable NOC professional for on-site work in the United States. The role focuses on monitoring, incident handling, and customer support across a 24x7 environment.

You will diagnose issues, manage tickets, and coordinate with multiple teams to ensure timely, reliable service delivery. The ideal candidate has a 2-year degree or technical training, strong troubleshooting skills, and experience in NOC or field service.

Formación

• Experience in NOC, call center, or field service environments.
• Proven troubleshooting and problem-solving abilities.
• Ability to work under pressure and meet deadlines.
• Strong customer service orientation and communication skills.
• Familiarity with telecom terms and protocols is a plus.

Responsabilidades

• Monitor networks and systems continuously to identify issues.
• Provide leadership and coordinate with teams to resolve incidents.
• Handle customer service requests via email and phone with professionalism.
• Analyze alarms and escalate problems based on impact and urgency.
• Diagnose network alerts and document incidents thoroughly.
• Record and assign tickets, ensuring timely updates and communication.
• Coordinate with departments to meet service objectives and attend shifts.

Conocimientos

NOC operations

Customer service

Troubleshooting

Team collaboration

Shift coverage

Networking basics

ITIL

Major Incident support

Alarm monitoring

Educación

2-year degree or technical training

Herramientas

Alarm monitoring systems

LAN/WAN networks

Descripción del empleo

Responsibilities

• Perform constant network and system monitoring
• Provide leadership
• Manage customer service requests submitted via emails and phone
• Analyze alarms and trouble indicators to identify problem areas and escalte appropriately
• Diagnose network alerts, events or issues
• Record customer incident tickets and assign based upon impact and urgency and provide detailed documentation of every incident
• Interact with co-workers to coordinate and disseminate information to complete job assignments in order to attain company service objectives
• Maintain adherence to attendance, work schedule, and prepared to begin work at scheduled start time
• Be prepared to work in a 24X7X365 work environment that requires attendance night, weekend, and holidays
• Assist in training Tier 1 technicians and resolving escalated issues

Required Skills

• Flexibility to support shift coverage including overnight, weekends, and holidays
• Must maintain a professional image, attitude, and demeanor
• Must be able to work under pressure, handle stress, follow directions precisely, tolerate changes in temperature, loud noises from alert system, and long hours looking at display screens
• Strong customer service orientation
• Must have demonstrated troubleshooting experience and discover solutions
• Must be able to work in a team environment and promote a harmonious working relationship in the NOC, with other Departments, field personnel, and clients
• Adhere to operational processes and procedures and that they are carried out with a high level of attention to detail, expediency, and on-time delivery
• Previous experience in NOC, Call Center, or Field Service role supporting
• Knowledge of various alarm indications and their definitions (LOS, LOF, ES-L
• Familiarity with common terms used in telecommunications (DS1, DS3, OC-48, VLAN, DWDM, LEC, CLEC, 4G and 5G, fiber optics, etc.)
• Familiarity with common telecom protocols (layer 1, 2, 3, SONET, Ethernet, 10GbE)
• Explain the difference between pro-active and re-active maintenance
• 2 years’ experience working in a NOC or field service environment
• 2-year degree, or technical training (technical school or military)

Preferred Skills and Experience

• 2-year degree, or technical training (technical school or military)
• Preferred 4 years NOC environment experience
• Experience with ITIL
• Experience with Major Incident support
• Experience monitoring planned maintenance activities

Job Type

Contract

Pay

$80,000.00 - $95,000.00 per year

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule

8 hour shift

Experience

• Computer networking: 1 year (Preferred)
• LAN: 1 year (Preferred)

Security clearance

Confidential (Preferred)

Ability to Commute

Ridgeland, MS 39157 (Preferred)

Ability to Relocate

Ridgeland, MS 39157: Relocate before starting work (Preferred)

Work Location

In person