NOC Technician, Tier 1

WorldNet Telecommunications LLC

. Provide 24-hour surveillance and tier-1 troubleshooting for network and customer issues .

Posted 10/13/2026full-timeGuaynabo • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in network troubleshooting, customer service, and telephony systems, with a strong understanding of TCP/IP protocols and experience in managing service interruptions. Proficient in monitoring and maintaining network performance while ensuring compliance with SLA requirements.

Highest-signal resume keywords

Network TroubleshootingTCP/IP ProtocolsVOIP TroubleshootingCustomer ServiceBilingual (Spanish and English)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Network TopologyCPE ConfigurationSoftSwitch ChangesInternet Routing ProtocolsFiber and Wireless Circuit TestingTelephony ExperienceService Interruption DiagnosisWindows OfficeRemote AssistanceTelecommunications Troubleshooting

Soft Skills

Strong Verbal CommunicationWritten CommunicationNegotiation SkillsSelf-MotivatedAbility to Work in Fast-Paced Environment

Tools & Technologies

PBXSIPNOC SystemsUPS SystemsMethod of Procedure (MOP)

Certifications & Qualifications

Associates Degree

Industry Keywords

TelecommunicationsCustomer Premise EquipmentService Level Agreement (SLA)Emergency Power PlantsFraudulent Call Monitoring

Tech Stack

Tools & technologies

FirewallsTCP/IPVoIP

About the role

Key responsibilities & impact

Provide 24-hour surveillance and tier-1 troubleshooting for network and customer issues
Handle customer service repair and troubleshooting calls and ensure repair requests are properly reported and completed
Answer incoming phone calls and handle customer requests via Remote Assistance
Perform CPE configuration changes and SoftSwitch changes to PBX and SIP lines
Investigate network outages, determine root causes, and recommend process, procedure, or network configuration changes
Ensure customer service is operational within SLA repair timeframes
Keep customers informed of repair status according to SLAs
Update the internal repair order tracking system daily, including Network Performance incidents
Notify internal groups of major outages and network incidents
Monitor Customer Premise Equipment and troubleshoot issues, escalating to NOC 2nd Level, RFT, NEO, or providers when necessary
Monitor the WorldNet network, troubleshoot incidents, and escalate when necessary
Monitor system alarms and support jobs under a Method of Procedure (MOP)
Follow company policies and procedures to meet company-wide statistics
Conduct routine inspections of emergency power plants, battery rooms, climate control, lab equipment, air conditioning, and UPS systems
Handle requests and authorization for WorldNet data center and colocation sites
Monitor events for fraudulent call destinations
Rotate between day and night shifts and weekends
Perform other duties as required
No supervisory responsibilities

Requirements

What you’ll need

Associates Degree and three years of equivalent experience in related field and/or training or equivalent combination of education and experience
Experience in outside plant required
Knowledge of network topology or equivalent 2 year experience in maintenance and repair
Experience in networking and telephony
Experience or training of TCP/IP/UDP
Complete understanding of the TCP/IP suite, including Upper Layer Apps and Services, Transport Layer, Network Layer, Data Link Layer, and Physical Layer
Knowledge in troubleshooting and diagnostic of service interruptions in all types of transport used in the telephony business for commercial customers
Knowledge in troubleshooting internet routing protocols, including OSPF and BGP
Advanced knowledge in testing remotely fiber and wireless circuits
Knowledge of Windows Office and Microsoft Office
Knowledge or training of VOIP (SIP/MGCP)
Experience troubleshooting VOIP, including signaling, CODECS, packet loss, and transport
Experience troubleshooting and diagnosing service interruptions in transmission transport used in business telephony and the telecommunications industry
Experience in phone support and troubleshooting of client communication networks
Understand and know the basic operation of routers, switches, and firewalls
Knowledge of network topologies and operation
Troubleshooting experience with telecommunications providers
Fully bilingual (Spanish and English)
Self-motivated to follow up with customers to ensure 100% satisfaction
Strong verbal, written, and negotiation skills
Ability to work day and night shifts and weekends
Ability to sit, stand, and bend, with normal hearing and vision
Ability to work in a fast-paced environment with continuous interruptions

Benefits

Comp & perks

Equal Employment Opportunity Employer and Affirmative Action Employer
Reasonable accommodations for individuals with disabilities