Network Operations Center (NOC) Specialist

Location: Petaluma, CA, Las Cruces, NM

Schedule: Full-Time, M-S, Day or Night Shift Work

Pay: $22/hr

FLSA Status: Non-Exempt

 

Job Summary:

The NOC Specialist will play a pivotal role in monitoring and ensuring the optimal performance of our network infrastructure in real-time within our 24/7 Network Operations Center. Additionally, the specialist is responsible for providing phone-based technical support and customer service for X2nSat products, ensuring seamless connectivity and exceptional user experiences.
     

    Responsibilities:

    Real-time Network Monitoring:

    • Monitor network infrastructure using advanced monitoring tools to ensure continuous and optimal network performance.
    • Proactively identify and troubleshoot network anomalies, bottlenecks, and other issues that could impact performance or availability.
    • Collaborate with network engineers and other teams to address and resolve identified network problems swiftly.
    • Respond to alerts and incidents promptly, ensuring minimal downtime and rapid issue resolution.

    Technical Support for Remote Terminals:

    • Provide technical assistance to users experiencing terminal issues, such as connectivity problems, hardware malfunctions, and software glitches.
    • Diagnose and troubleshoot terminal-related problems, both remotely and on-site, if necessary.
    • Initiate dispatches with field support subcontractors when required.
    • Coordinate site visits with field support subcontractors and assist technicians onsite with installations.
    • Document support activities, including issue details, troubleshooting steps, and resolution outcomes for future reference.
    • Offer guidance and recommendations to prevent the recurrence of terminal-related issues.

    Incident Management and Reporting:

    • Create and maintain detailed incident reports, including the nature of the incident, actions taken, and outcomes.
    • Collaborate with cross-functional teams to manage and resolve incidents in a timely manner.
    • Escalate critical incidents to higher levels of support or management when necessary.
    • Provide clear and concise communication regarding incident status and resolution progress to stakeholders.

    Documentation and Knowledge Management:

    • Contribute to the development and maintenance of documentation, standard operating procedures (SOPs), and knowledge base articles.
    • Keep documentation up-to-date with the latest network configurations, troubleshooting steps, and terminal-related information.
    • Participate in knowledge sharing within the team to promote continuous learning and improvement.

    Continuous Improvement:

    • Identify opportunities for process improvement and automation to enhance network monitoring and terminal support efficiency.
    • Stay current with industry trends, best practices, and emerging technologies related to network operations and terminal support.
    • Proactively suggest enhancements to network infrastructure and processes to optimize performance and user experience.
     

    Qualifications:

    • Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
    • Proven experience in network operations, monitoring, and incident management.
    • Proficiency in network monitoring tools and technologies.
    • Strong analytical and troubleshooting skills.
    • Keen attention to detail.
    • Excellent communication and interpersonal abilities.
    • Familiarity with terminal hardware and software troubleshooting.
    • Ability to work in a fast-paced, dynamic environment and handle multiple tasks simultaneously.
    • Relevant certifications (e.g., CCNA, Network+, ITIL) are a plus.
     

    About the Company:

    X2nSat is a fast-growing satellite-based network operator with customers that include national brand names, local phone companies, sovereign nations, emergency responders, maritime operators, and all kinds of last-mile communications. Founded in 1996 and based in Petaluma, California, we provide cutting-edge solutions for Business Continuity, SCADA, Remote Broadband, Managed Networks, and PoS Services. We sell directly to Enterprises through Telecom Channels, Managed Service Providers, and VARs. To apply, please email your resume and cover letter to jobs@x2n.com or submit via the form on the Careers page.