NOC Technician I, II, or III

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

The Network Operations Center (NOC) Technician works in a 24/7/365 Network Operations Control Center and is responsible for entry-level fault and performance management duties including first-level technical support and triage for voice, data, and video network elements, fiber transport systems, and building safety, environmental, and security alarms. The role involves proactive monitoring of network elements, identifying and resolving less complex issues through isolation, analysis, and troubleshooting. The technician also oversees planned maintenance activities during scheduled windows. Monitoring and event management of a national voice, data and video network and Tier I triage and technical support/troubleshooting of related network elements, such as: DWDM, circuit and packet switching, Frame Relay, T1, T3, SONET equipment, VoIP, GPON, microwave, fiber multiplexers, optical equipment, routers and customer premise devices. Work closely with IP network, Switch and Fiber Transport engineers as well as Field Technicians and Outside Plant construction teams. Utilize a number of different network monitoring tools and element management systems to detect and resolve service impacting events as soon as possible. Primary point of contact for other Network Operations Centers. Open and work technical support tickets for service impacting events involving 3rd party support vendors. Act as liaison and provide a high level internal and external customer satisfaction. Set up and manage outage/repair bridges to restore service back to normal operating conditions as soon as possible. Engage and escalat to appropriate parties when needed. Process equipment return and analysis request for failed hardware [RMA], including writing/documenting Reason For Outage Reports [RFO] as requested. Maintain and comply with standard Company technical and administrative procedures. Answer inbound calls and open, update, close tickets for customer impacting events, outages and maintenances. This includes fully documenting ticket notes and closing tickets with Reason For Outage [RFO]. Compose and send FLASH notifications, alerts and emails informing wide audiences (including executives) of network outages, jeopardies and other service impacting events. Other NOC related duties as assigned.

What You Bring to the Table

• Knowledge of ITIL best practices including Monitoring & Event Management, Incident Management, Change Management and Problem Management processes helpful.
• Working knowledge of Windows OS and strong Microsoft Office skills including Word, Excel, etc.
• 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.
• Problem‑Solving: Ability to troubleshoot issues and improve processes.
• Communication: Excellent interpersonal and written communication skills.
• Good negotiation and listening skills.
• Ability to prioritize, organize proficiently, and manage deadlines in fast paced environment.
• Comfortable interfacing with all levels of organizational management.
• Experience with the following: Cisco/Juniper/Telco Systems/Ciena/ADVA/Mikrotik Router and or Switches, Microwave Radios such as Cambium/ NEC iPASOLINK/Bridgewave/SIAE Alfoplus/Ubiquiti AF24/Powerbeam, CBR/UBR/Casa/Arris cable modem termination system or CMTS , Telecom Switches manufactured by Northern Telecom DMS, Metaswitch, and Calix Gpon services.

Education

High school diploma or equivalent. Technical degree, relevant certifications or equivalent work experience acceptable.

We're Proud to Offer a Comprehensive Benefits Package Including

• 401k retirement plan, with employer match
• Insurance options including: medical, dental, vision, life and STD insurance
• Paid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organization
• Floating Holiday: 40 hours per year
• Paid Holidays: 7 days per year
• Paid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws
• Tuition reimbursement program
• Employee discount program

Benefits listed above are for regular full-time position

Base Salary: The base compensation range for this position is $24.00/hr - $38.00/hr.

The base pay range represents the low and high end of the hiring range for this job.

Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities.

NOC Technician I: $24.00/hr - $27.00/hr

NOC Technician II: $27.00/hr - $30.00/hr

NOC Technician III: $ 30.00/hr - $38.00/hr

Our Mission Statement

• Take care of our customers
• Take care of each other
• Do what we say we are going to do
• Have fun

Astound is proud to be an Equal Opportunity Employer, and we are dedicated to cultivating an inclusive workplace where employees feel valued, respected, and empowered. Discrimination of any kind has no place here. We are committed to providing equal opportunities for all employees and applicants, regardless of race, color, religion, sex, gender, pregnancy, childbirth and related conditions, national origin, age, physical and mental disability, marital status, sexual orientation, genetic information, military or veteran status, citizenship, or other status or characteristic protected by applicable law. We strive to create a culture that celebrates our differences and promotes fairness and inclusivity in all aspects of our business.

About Astound

Astound is a leading provider of internet, WiFi, mobile, and TV services, dedicated to connecting communities and empowering lives through innovative technology. We also keep businesses connected with dependable fiber infrastructure and internet solutions backed by award-winning service, helping organizations thrive in an increasingly connected world. At the forefront of digital transformation, we continuously evolve our offerings to meet the dynamic needs of our customers - delivering reliable connectivity and groundbreaking digital experiences. Our commitment to excellence extends beyond infrastructure. We invest in our people through personalized training, coaching, and a supportive work environment that fosters growth and opportunity. Employees are empowered to represent a superior telecommunications company while making a meaningful impact in the communities we serve. We offer a robust benefits package that includes rewards, recognition programs, and employee discounts- ensuring our team members are supported in both their professional and personal journeys. At Astound, we believe in creating astounding possibilities for everyone, everywhere.

Welcome to Astound Careers! Astound is a leading provider of internet, WiFi, mobile, and TV services, dedicated to connecting communities and empowering lives through innovative technology. We also keep businesses connected with dependable fiber infrastructure and internet solutions backed by award-winning service, helping organizations thrive in an increasingly connected world. At the forefront of digital transformation, we continuously evolve our offerings to meet the dynamic needs of our customers - delivering reliable connectivity and groundbreaking digital experiences. Our commitment to excellence extends beyond infrastructure. We invest in our people through personalized training, coaching, and a supportive work environment that fosters growth and opportunity. Employees are empowered to represent a superior telecommunications company while making a meaningful impact in the communities we serve. We offer a robust benefits package that includes rewards, recognition programs, and employee discounts- ensuring our team members are supported in both their professional and personal journeys. At Astound, we believe in creating astounding possibilities for everyone, everywhere.

Astound is a leading provider of internet, WiFi, mobile, and TV services, dedicated to connecting communities and empowering lives through innovative technology. We also keep businesses connected with dependable fiber infrastructure and internet solutions backed by award-winning service, helping organizations thrive in an increasingly connected world. At the forefront of digital transformation, we continuously evolve our offerings to meet the dynamic needs of our customers - delivering reliable connectivity and groundbreaking digital experiences. Our commitment to excellence extends beyond infrastructure. We invest in our people through personalized training, coaching, and a supportive work environment that fosters growth and opportunity. Employees are empowered to represent a superior telecommunications company while making a meaningful impact in the communities we serve. We offer a robust benefits package that includes rewards, recognition programs, and employee discounts- ensuring our team members are supported in both their professional and personal journeys. At Astound, we believe in creating astounding possibilities for everyone, everywhere.