NOC Technician I

About the Role

The NOC Technician I role is part of a larger team dedicated to providing top-notch support to Sparklight Enterprise's customers and internal stakeholders. As a key member of this team, you will be expected to work collaboratively with colleagues to resolve complex issues and improve overall network performance. Your work will have a direct impact on the company's ability to deliver high-quality services to its customers, making this a highly rewarding career choice.

Sparklight Enterprise is committed to fostering a culture of excellence and inclusivity, recognizing the importance of diversity in the workplace. As a remote-friendly company, Sparklight Enterprise offers flexible work arrangements that allow employees to thrive in a setting that suits their needs.

What You Will Do

• Monitor network performance and identify potential issues before they escalate
• Respond to calls and emails from field personnel, associates, and commercial customers regarding network-related queries
• Utilize analytical and problem-solving skills to troubleshoot and resolve network issues efficiently
• Escalate critical issues to networking specialists, product technology operations, and local system technical operations teams as necessary
• Perform fundamental network operations functions, including data gathering and initial troubleshooting
• Coordinate communication with stakeholders and send status updates on network events and issues
• Maintain detailed logs of incident resolutions and network maintenance activities
• Ensure smooth handovers between shifts, guaranteeing continuous network support
• Collaborate with internal teams to implement network improvements and optimize performance
• Participate in training and development programs to enhance skills and stay updated on the latest network technologies
• Adhere to company policies and procedures, ensuring compliance with regulatory requirements

What We Are Looking For

• At least 3 months of experience or training in a related field, preferably in a Network Operations environment
• Strong analytical and problem-solving skills, with the ability to work under pressure
• Excellent communication and interpersonal skills, capable of working effectively with distributed teams
• Flexibility to work alternate shifts, including nights and weekends, to support 24/7 operations
• Proficiency in using network monitoring tools and basic networking concepts
• Cisco Certified Technician (CCT) certification is preferred but not required
• Working knowledge of modems and basic networking principles
• Ability to work in a fast-paced environment and adapt to changing priorities
• Strong commitment to customer satisfaction and service excellence
• Experience with Excel for data analysis and reporting

Nice to Have

• Previous experience working in a remote or distributed team environment
• Familiarity with network management systems and protocols
• Knowledge of IT service management frameworks, such as ITIL
• Experience with project management tools and methodologies
• Certification in IT or a related field, such as CompTIA Network+

Benefits and Perks

• Comprehensive medical, dental, and vision plans, effective from the start of employment
• Life insurance coverage for self, spouse, and children
• Paid time off, including vacation, holiday, and personal/sick days
• 401(k) plan with a 100% company match up to 5% of eligible compensation, starting after one year of service
• Group Legal plan with Identity Theft Protection
• Tuition reimbursement program, offering up to $5,250 in the first year
• Monthly stipend towards cable and internet services, up to $75
• Annual community support initiatives across the U.S.
• Associate recognition and awards programs
• Opportunities for career advancement and professional growth
• Collaborative and inclusive work environment, with a focus on diversity and community engagement

• Develop a strong foundation in network fundamentals, including protocols and architectures, to stand out as a candidate.
• Highlight any experience with network monitoring tools and software, as well as analytical and problem-solving skills.
• Prepare to discuss scenarios where you had to troubleshoot complex network issues and how you resolved them.
• Emphasize your ability to work flexibly, including nights and weekends, and your experience with shift work.
• Create a portfolio or examples of your work in network operations, including any certifications or training programs you've completed.
• During salary negotiations, research the market rate for NOC Technician roles and be prepared to discuss your expectations based on your experience and qualifications.
• Be cautious of roles that require excessive overtime or have unclear expectations regarding work-life balance.