Network Support Technician – NOC / Telecom

Description

Job Summary: Network Support Technician (NOC) responsible for monitoring, diagnosing, and resolving network incidents, providing customer support, and coordinating with telecommunications vendors. Key Highlights: 1. Key role in monitoring and supporting data and telecommunications networks. 2. Opportunity to work with cutting-edge technologies in dynamic environments. 3. Professional development in diagnosing and resolving network incidents. We are seeking a **Network Support Technician (NOC)** with experience in telecommunications and technical support environments, responsible for monitoring, diagnosing, and resolving network incidents, as well as delivering customer support and vendor coordination. This role requires knowledge of data networks, VoIP, and management platforms, along with the ability to work autonomously in dynamic, service-oriented environments. **Key Responsibilities** * Monitor and support data and telecommunications networks within an NOC environment. * Diagnose and resolve incidents related to routers, switches, firewalls, and VoIP services. * Manage tickets via ITSM/CRM platforms (e.g., Remedy, Salesforce, Rev.io). * Provide technical support to customers and coordinate with vendors and carriers. * Perform troubleshooting for network services (LAN/WAN, internet, wireless, VoIP). * Clearly and thoroughly document incidents, solutions, and procedures. * Escalate complex incidents to higher tiers when required. * Ensure compliance with SLAs and service quality standards. * Propose continuous improvements to processes and operations. **Mandatory Requirements** * 1–3 years of experience in NOC or network/telecommunications support. * 1–3 years of customer service experience (call center or technical support). * Solid knowledge of: * OSI model (7 layers) * TCP/IP * LAN/WAN networks * Network topologies and structured cabling * Experience troubleshooting: * Routers, switches, and firewalls * Internet services (including wireless) * VoIP knowledge (SIP, SIP Trunk, MGCP). * Proficiency with ITSM/CRM platforms (Remedy, Salesforce, Rev.io, or similar). * Knowledge of access devices (modem, NID). * Intermediate level of Microsoft Office. * Excellent verbal and written communication skills. * Customer service orientation. * Strong organizational and self-management abilities. * Availability for rotating shifts (including nights and weekends). * B2 or C1 English proficiency is mandatory. **Preferred Qualifications** * Technical diploma or associate degree in networking, telecommunications, or related field. * Certifications such as CCNA or related credentials. * Experience with carrier and VoIP platforms (8x8, CoreDial, IntelePeer, Broadview/Windstream). * Knowledge of SD\-WAN (Velocloud, Bigleaf, Fortinet). * Experience with BEC and Cradlepoint devices (Internet over Wireless). **Technologies and Equipment** * Routers and firewalls: Cisco, Juniper, Fortinet, Meraki * SD\-WAN: Velocloud, Bigleaf, Fortinet * VoIP platforms: 8x8, CoreDial, IntelePeer, Broadview/Windstream * Protocols: SIP, SIP Trunk, MGCP * IOW devices: BEC, Cradlepoint Employment Type: Full-time Work Location: On-site