Tier 2 NOC Specialist

We are seeking a Tier 2 NOC Specialist to support administration and management of a large-scale IP/MPLS and optical backbone network within a 24×7 Network Operations Center (NOC) environment.

This role is responsible for proactive monitoring, incident response, network maintenance, change implementation, and escalation support across a statewide or multi-site service provider–class network. The position serves as a technical escalation point and plays a key role in maintaining high availability and service performance.

Shift Availability: Current openings on 2nd and 3rd shifts. Participation in weekend rotation and on-call support required after training.

Key Responsibilities
Network Monitoring & Incident Response – 25%

• Proactively monitor backbone and customer circuits using enterprise monitoring platforms
• Identify, document, and escalate issues before customer impact
• Troubleshoot complex network events including fiber cuts, equipment failures, and circuit outages
• Correlate alarms, analyze root cause, and implement corrective actions
• Coordinate with external carriers and vendors to resolve infrastructure issues
• Track and manage incidents in an ITIL-based ticketing environment

Network Enhancements & Maintenance – 20%

• Plan and implement upgrades, configuration changes, and maintenance activities
• Execute routing and switching changes across large-scale IP networks
• Validate network performance and circuit stability post-maintenance
• Contribute to continuous improvement of network performance and reliability

Documentation & Change Control – 20%

• Develop and implement Methods of Procedure (MOPs) for network changes
• Create detailed pre- and post-maintenance validation steps
• Maintain documentation including SOPs and knowledge base articles
• Participate in formal change control processes

Escalation & Customer Support – 20%

• Serve as Tier 2 escalation for network-related incidents
• Troubleshoot availability, security, and performance issues
• Collaborate with engineers and customer technical teams to resolve complex network challenges
• Support service level commitments and operational standards

Vendor Coordination & Impact Analysis – 10%

• Assess vendor maintenance notifications and determine customer impact
• Communicate service impacts clearly to stakeholders
• Coordinate resolution efforts with national carriers and third-party providers

Additional Responsibilities – 5%

• Mentor junior team members
• Contribute to network architecture discussions and technology evaluations
• Maintain a high standard of operational professionalism

Required Qualifications

• Bachelor’s degree or equivalent combination of education and experience
• 2+ years of experience in a Network Operations Center or service provider network environment
• Strong understanding of networking fundamentals and protocols
• Experience configuring and troubleshooting enterprise routers and switches (Juniper, Cisco, or similar)
• Knowledge of IP/MPLS and optical transport technologies
• Experience with scripting or automation tools such as Python or shell scripting in a Unix/Linux environment
• Strong written and verbal communication skills

Preferred Qualifications

• 4+ years supporting large-scale IP/MPLS routing and switching environments
• Deep troubleshooting experience with TCP/IP, IPv4, IPv6, MPLS, IS-IS, OSPF, BGP, multicast protocols, RSVP, VRRP, and related technologies
• Experience managing optical transport or Metro Ethernet services
• Relevant networking certifications at the specialist or professional level (Juniper, Cisco, or similar)
• Experience working in structured ITIL-based operational environments