NOC Level 1 Technician

Conexon; Kansas City (MO); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Paid time off

Full benefits

Life insurance

Disability insurance

Retirement benefits

Job summary

Conexon is seeking a NOC Level 1 Technician to monitor and manage network health 24/7 in a fast-growing telecom environment. You will handle incident intake, basic troubleshooting, and initial escalation for FTTH/PON services, working with NMS/EMS systems and CPE gear.

The role requires foundational networking knowledge, experience in a NOC or help desk, and willingness to work fixed shifts in a 24/7/365 operation. In-office role with full benefits and growth opportunities.

Qualifications

• Foundational knowledge of TCP/IP, OSI model concepts, VLANs, and basic routing principles.
• Familiarity with network hardware, CPE, and monitoring and ticketing systems.
• Understanding FTTH network architectures
• Working knowledge of Passive Optical Network (PON) technologies (GPON, XGS-PON)
• Familiarity with FTTH components, including Optical Line Terminals (OLT) and Optical Network Terminals (ONT/ONU)
• Ability to interpret optical metrics and common FTTH service issues
• Ability to adapt to a rapidly changing team environment and work under pressure

Responsibilities

• Monitor network health with NMS/EMS and alerting platforms.
• Detect, log, and categorize incidents by impact and urgency.
• Open, document, and manage network trouble tickets.
• Assist with basic FTTH service activation verification (ONT registration, auth, service availability).
• Perform basic troubleshooting for WAN/LAN and link issues.
• Escalate incidents to Level 2 technicians with clear documentation.
• Maintain shift logs and incident records for continuity.

Skills

TCP/IP fundamentals

OSI model concepts

VLANs

Basic routing principles

CPE familiarity

FTTH architectures

PON technologies (GPON, XGS-PON)

NOC experience

Education

High school diploma or equivalent

Degree in IT/Networking preferred

FOA/FBA certification preferred

CompTIA Network+ or related cert preferred

Tools

NMS

EMS

Ticketing systems

Vendor platforms

Job description

Description

Conexon is a rapidly growing telecommunications company partnering with Rural Electric Cooperatives to design and deploy advanced fiber-to-the-home (FTTH) networks nationwide. Our mission is to bridge the digital divide by delivering reliable, high-speed internet and phone services to Rural America. We are a team of people passionate about excellent service, meaningful work, and supporting the communities we serve. As we continue expanding into new states and regions, we’re looking for individuals who want to grow with us and contribute to this important mission of transforming rural communities with the power of high-speed internet, mile by mile of fiber to the home.

The NOC Level 1 Technician is responsible for 24/7 network monitoring, initial incident response, and accurate escalation of network and service issues within an ISP/MSP environment, including Fiber -to-theHome (FTTH) and Passive Optical Network (PON) services. This role serves as the front line of operational support, ensuring timely detection, logging, categorization, communication, and escalation of incidents in accordance with Incident and Major Incident Management procedures.

Location: In office

Job Type: Full- time

Schedule: Fixed, ability to work scheduled shifts in a 24/7/365 operational environment

Overtime: No

FLSA Status: Non-Exempt

Travel: No

Requirements

• Foundational knowledge of TCP/IP, OSI model concepts, VLANs, and basic routing principles
• Familiarity with network hardware, customer premises equipment (CPE), and monitoring and ticketing systems
• Foundational understanding of Fiber-to-the-Home (FTTH) network architectures
• Working knowledge of Passive Optical Network (PON) technologies (e.g., GPON, XGS-PON)

1. Familiarity with key FTTH components, including:
2. Optical Line Terminals (OLT)
3. Optical Network Terminals (ONT/ONU)

• Passive splitters and fiber distribution networks
• Ability to interpret basic optical metrics, including signal levels, attenuation, and loss thresholds.
• Understanding common FTTH service issues related to optical signal loss, provisioning errors, and access network faults
• Ability to adapt to a rapidly changing team environment in support of evolving business and operational needs
• Ability to remain calm and effective while working under pressure in a reactive operational environment

Key Responsibilities

Network Monitoring & Incident Intake

• Monitor network, system, and service health using Network Management Systems (NMS) and alerting platforms
• Monitor Fiber-to-the-Home (FTTH) network elements and alarms using NMS, Element Management Systems (EMS), and vendor-specific platforms
• Detect, log, and categorize incidents based on defined impact and urgency criteria
• Monitor approved maintenance windows for alarms or service impacts
• Log incidents if unplanned customer impact occurs during a change
• Respond promptly to alarms, alerts, and client-reported issues
• Identify and document customer-impacting fiber outages related to feeder, distribution, or access network segments
• Open, document, and manage network trouble tickets in accordance with established procedures
• Assist with basic FTTH service activation verification as needed, including ONT registration, authentication status, and service availability

Initial Troubleshooting & Resolution

• Perform basic troubleshooting for WAN/LAN connectivity, service availability, and performance issues
• Perform initial diagnostics (e.g., ping, traceroute, interface checks) and execute standard resolution actions where documented in accordance with Standard Operating Procedures (SOPs)
• Resolve known issues within defined authority and elevate unresolved incidents appropriately
• Perform initial triage of Passive Optical Network (PON) events impacting customer services, including service degradation and loss of connectivity
• Correlate FTTH alarms and events with customer trouble reports to determine the scope and severity of outages

Escalation & Coordination

• Identify potential Major Incidents and immediately escalate to NOC Level 2
• Escalate incidents to Level 2 Technicians with clear documentation, troubleshooting steps taken, and observed symptoms
• Coordinate with internal teams, field operations, and carriers to support initial diagnostics and incident responses
• Escalate fiber-related incidents to appropriate engineering, Outside Plant (OSP), or vendor support teams in accordance with established escalation procedures
• Follow change-related notifications and escalation procedures

Communication & Documentation

• Provide timely, accurate, and professional status updates in accordance with outage and incident communication guidelines
• Ensure incident records contain accurate timestamps, affected services, and customer impact details
• Maintain detailed shift logs and ticket notes to ensure continuity of operations across shifts

Experience & Education

• High school diploma or equivalent required
• Degree in Information Technology, Networking, or a related field preferred
• CompTIA Network+ or related certification preferred; coursework in progress may be considered
• Fiber Optic Association (FOA) or Fiber Broadband Association (FBA) certification is a plus
• 1–2 years of experience in a NOC, help desk, or equivalent technical support environment preferred
• Equivalent education, certifications, or qualifications may be considered in lieu of experience

Certifications (Preferred)

• CompTIA Network+ or related certification (or coursework in progress may be considered)
• Fiber Optic Association (FOA) or Fiber Broadband Association (FBA) certifications are a plus

Work Requirements

• Regular on-site office presence is required
• Ability to work flexible shifts in a 24/7/365 operational environment
• Ability to adapt to a rapidly changing team environment in support of evolving business and operational needs
• Ability to remain calm and effective while working under pressure in a reactive operational environment

Standard company benefits include

• 3 weeks of Paid time off
• Full benefits (i.e. health, dental, and vision)
• Life insurance
• Long-term and short-term disability insurance
• Retirement benefits

Conexon provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable federal, state, or local law.

Our recruiting and hiring practices are designed to attract, evaluate, and retain talented individuals based solely on their qualifications, experience, and ability to contribute to Conexon’s mission. Discrimination, harassment, or bias of any kind is strictly prohibited in all stages of the employment process.

By adhering to these principles, Conexon ensures a fair, equitable, and respectful environment for all current and prospective employees.