NOC Support L

GENERAL DESCRIPTION
We are seeking a skilled and proactive Network Operations Center (NOC) Technician to help monitor, maintain and support the NetSapiens software platform, associated infrastructure and VoIP services. This role combines proactive monitoring, incident triage, technical troubleshooting and clear customer communication. The successful candidate will diagnose and resolve issues within the NOC's scope, coordinate timely escalation when required, and work collaboratively with Customer Service, Infrastructure, Engineering, Deployment and other internal teams to protect platform availability and service performance.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Develop and maintain subject matter expertise in platform, infrastructure and network troubleshooting. Monitor approved tools and dashboards for alerts, service degradation and customer-impacting incidents, responding in line with documented priorities and procedures. Provide intermediate to advanced hosted and facilities-based VoIP technical support through phone, email, chat, tickets and other approved communication channels. Diagnose and resolve platform, application, network and VoIP issues proactively, using available logs, monitoring data and debugging tools. Escalate complex or out-of-scope incidents to the correct team with complete diagnostic evidence, impact details, actions already taken and a clear handover. Provide timely and clear status updates to customers and internal stakeholders throughout investigation and resolution. Recreate customer configurations in lab environments to replicate issues and validate potential resolutions. Review customer settings against documented best practices and recommend or complete approved adjustments as required. Provide clear step-by-step instructions for configuration changes or updates, confirming customer understanding where appropriate. Support new customer deployments and server application installations within the defined scope of the NOC. Perform approved system audits and licensing changes for existing customer solutions. Complete routine operational and maintenance activities that protect or improve system performance. Maintain accurate records in ticketing and incident-management systems, and contribute to runbooks, knowledge articles and process improvements. Participate in shift handovers, ensuring open incidents have clear ownership, priority and next actions. Work cross-functionally on appropriate support projects and follow all relevant security, change-control, access and escalation processes.
REQUIREMENTS
Experience and Education Any relevant work experience within a NOC team preferred, ideally in communications. Experience in Zendesk / Jira preferred.
Technical Proficiency Any working knowledge of the NetSapiens platform and network architecture a huge plus. Strong understanding of VoIP and SIP, including hosted and facilities-based environments, IP phones, ATA adapters and softphones. Practical experience using the Linux command line and approved diagnostic or debugging tools. Solid networking fundamentals, including TCP/IP, DNS, routing, firewalls, NAT and packet-level troubleshooting. Familiarity with monitoring, logging, ticketing and incident-management tools and workflows.
Certifications Relevant certifications such as CCNA, CCNP, JNCIA or JNCIP are beneficial but not essential.
QUALIFICATIONS Excellent written and verbal communication skills, with a professional and customer focused approach. Strong analytical, problem-solving and technical troubleshooting abilities. Accurate and detailed documentation of incidents, evidence, actions and outcomes. Ability to assess impact, prioritize effectively and manage multiple active issues in a fast-paced environment. A strong sense of ownership, with the judgement to act independently and escalate appropriately. Ability to collaborate effectively within the NOC and across technical and customer-facing teams. Proven ability to follow documented workflows while contributing constructively to continuous improvement.