Tier II NOC Technician

New Horizons Communications; Concord (MA); Hybrid; USD 50,000 - 65,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Dental insurance

401K with company match

Job summary

NHC, a telecommunications innovator, is seeking a Tier II Data Technician to join the support team. You will be a key escalation point, handling advanced troubleshooting, ticket management, and carrier coordination for data issues.

The role covers monitoring alerts, working with Juniper, Ubiquiti, Cradlepoint, and Peplink devices. The position requires 1–2 years of network experience, strong communication skills, and the ability to multitask in a high-volume environment.

Qualifications

• 1-2 years hands-on experience with data networking in NOC/support environments.
• Strong understanding of network topology, IP routing, subnetting, firewall basics.
• Experience with Juniper, Ubiquiti, Cradlepoint, or Peplink hardware preferred.

Responsibilities

• Handle inbound/outbound communications (calls, emails, tickets) for data service requests.
• Troubleshoot Layer 1-3 network problems including routing, switching, firewall rules, IP addressing, WAN/LAN.
• Coordinate with carriers/third parties to resolve service-impacting issues.
• Monitor alerts and ticket queues; escalate complex issues as needed.
• Manage and document tickets; participate in shift turnover and daily operations reporting.
• Provide on-call rotation coverage for after-hours escalations if required.

Skills

Data networking

Troubleshooting

Shift work

Multi-tasking

Tools

Juniper switches

Ubiquiti devices

Cradlepoint devices

Peplink devices

Job description

Join Our Growing Team at NHC - A Telecommunications Innovator!

Are you ready to be a vital part of a dynamic team in the telecommunications industry? NHC, a leading provider of innovative solutions to customers, is expanding its team and is seeking a dedicated Tier II NOC Technician to join us on our exciting journey. The shift for this position is 10am-7pm, Tuesday - Saturday, and location is flexible.

About Us

NHC is at the forefront of telecommunications, delivering cutting-edge technology solutions to our nationwide customer base. Headquartered in Concord, MA, with an additional office in Fairport, NY, we are on a steady growth trajectory thanks to our strategic partnerships with top technology service distributors and advisors.

Position Overview

As a Tier II Data Technician, you will serve as a key escalation point within our support organization, providing advanced troubleshooting and support for customer data issues. You will manage trouble tickets, work directly with carriers, and ensure customer satisfaction through timely communication and resolution. This role includes troubleshooting NHC-managed equipment, including Juniper switches, Ubiquiti wireless access points and routers, and Cradlepoint/Peplink cellular devices.

You'll also be responsible for monitoring incoming alerts, handling inbound support requests, and escalating complex issues as needed. This role requires a proactive mindset, technical proficiency, and excellent communication skills.

Key Responsibilities

• Handle inbound and outbound customer communications (calls, emails, tickets) for data-related service requests and issues.
• Troubleshoot Layer 1-3 network problems involving routing, switching, firewall rules, IP addressing, and WAN/LAN connectivity.
• Work directly with carriers and third-party vendors to coordinate resolution of circuit or service-impacting issues.
• Monitor network alerts and ticket queues, proactively identifying and responding to outages or degradation.
• Support and manage NHC-provided equipment, including:
  • Juniper EX series switches
  • Ubiquiti access points and routers
  • Cradlepoint and Peplink 4G/5G devices
• Create, update, and close tickets in a timely and detailed manner, following internal escalation and documentation protocols.
• Escalate unresolved issues to Tier III or Engineering as appropriate.
• Participate in shift turnover documentation and daily operations reporting.
• Maintain professional and courteous communication with customers and internal teams.
• Support shift coverage and participate in on-call rotation for after-hours escalations, if needed.

Qualification Requirements

• 1-2 years of hands-on experience with data networking technologies in a support or NOC environment.
• Strong understanding of:
  • Network topology and IP routing
  • Subnetting and IP address allocation
  • Basic firewall functionality
  • Layer 1-3 concepts including Ethernet, DNS, DHCP, and NAT
• Experience working with Juniper, Ubiquiti, Cradlepoint, or Peplink hardware preferred.
• Familiarity with ticketing platforms (e.g., ServiceNow, Salesforce, or similar).
• Strong verbal and written communication skills; ability to clearly convey technical info to both technical and non-technical audiences.
• Ability to multitask and remain organized under pressure in a high-volume, fast-paced support environment.
• Availability to work shift (10 AM - 7 PM Tues- Sat) and provide rotational on-call support if required.

SALARY & BENEFITS

This is a full-time position requiring 40 hours per week, Tuesday through Saturday. The expected salary range for this role is $50,000 - $65,000 per year. This range represents our good faith estimate at the time of posting. Final salary offers are determined by a candidate's specific experience, skills, and qualifications. We also offer a generous benefit package that includes Health, Life, Dental, and 401K with company match.

Why NHC?

We are a family oriented high growth organization with a collaborative and inclusive work culture focused on innovation and teamwork. NHC welcomes diverse talent and is an equal opportunity employer.