Est. $14.04 - $21.16
Full-time, Part-time

Utica, NY 13502

Job Description

JOB TITLE(s): NOC Technician

STATUS: Non-Exempt

DEPARTMENT: Network Services – Holland Patent

REPORTS TO: NOC Supervisor

FULL/PART-TIME: Full-time – Requires on-call hours


The NOC Technician works with customers to remotely troubleshoot service issues and resolve concerns relating to our hosted product, Internet/MPLS, as well as traditional voice services. This position will also collaborate with coworkers to find a solution for troubles relating to data services such as central office routers, switches, and the customer premise equipment routers. NOC Technicians handle inbound calls and open trouble tickets to track customer issues in a timely manner. They interface with various computer systems, organizations, and departments to ensure the correct and timely completion of telecommunications-related procedures and processes.


  • Troubleshooting and resolving problems associated with local, toll and DATA circuits utilizing a variety of troubleshooting tools.
  • Troubleshooting data services such as central office routers and switching and the customer premise equipment routers.
  • Troubleshooting of hosted product, Wireless setup, Residential Fiber, DSL and DNS changes.
  • Interfacing with on and off net providers of end users’ services troubleshooting.
  • Handles Inbound calls and the opening of trouble tickets to track customer issues.
  • Maintains the existing trouble ticket database to ensure fully updated and accurate.
  • Supports all departments within the Northland.


NOC Technician-

  • Deadlines include procedural and production deadlines.
  • Routinely required to perform duties beyond the normal workday. Maintains good relationship with customers and responds to their requests in a timely manner.


The NOC and Sr. NOC Technician do not have any supervisory responsibilities.


  • Ability to operate computer, printer, telephone, DSL modems, Cisco routers/switches, SonicWall Firewalls, Adtran IADs.
  • Ability to use the following software: IOS, Android products, Microsoft Outlook and Office suite, DMS 500 switch, Metaswitch, Calix gear, Internet Browsers, SolarWinds, Northland CCare, Workflow, and Reporting.


  • High School and two years of related work experience required or Associates degree and at least 3 months interning in an IT related field.
  • Basic telephony experience, including basic understanding of VoIP and SIP
  • Problem solving skills and router knowledge
  • Excellent customer service skills required
  • Must have good organization skills and Microsoft Office PC skills
  • Good oral and written communications skills, reliable and able to work with all levels of internal and external customers


A valid driver's license or ability to access transportation to attend work group and organization meetings is necessary.


  • All offers of employment are contingent on successful results from a background check. If results are not acceptable to the company, the company reserves the right to rescind its conditional offer of employment.
  • All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
  • This job description in no way states or implies that these are the only duties to be performed by the employee holding this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties required by their office.
  • This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.
  • We are an equal opportunity employer. We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status.

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Posting ID: 754394149 Posted: 2022-08-09 Job Title: Noc Technician