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Sr. NOC Tech
North Carolina, NC  |  Remote
Contract Position
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Applied on September 23, 2023
Job Id #64234 Posted August 31, 2023

Sr. NOC Tech
  • Experience as NOC Tech providing Tier 1/2 support
  • Understanding of OSI layers.
  • Experience with at least one of the following: SD-WAN, Meraki, Fortinet
  • Experience w/ Cisco/Juniper network equipment
  • CCNA preferred
  • Ability to work 12am to 8am and some weekends

  • Works on network switching equipment, primarily CISCO, also work with the following technologies: Meraki, Fortinet, SDWAN, and performs standard configuration changes and upgrades. Monitors network operations and resolves routine network monitoring problems.
  • Monitors network performance and responds to alert generated incidents and customer-initiated impairment and events.
Minimum Qualifications:
  • Associate degree or equivalent education, relevant experience a must (minimum 3 yrs related experience in specific area or equivalent) and CCNA preferred.
Additional information:
  • This position will be required to work 3rd shift (midnight -8am) / weekdays and weekends.
Basic Qualifications:
  • 3+ years' experience in a data/voice network and/or telecom environment (1-2 years MES experience required)
  • CCNA or equivalent certification preferred.
  • Shows continued training in this platform.
  • Bachelor's degree in Information Technology, Telecommunication, Networking, or related field (preferred not required)
  • ITIL 2011 certification (desired not preferred)
  • Experience in data and/or voice troubleshooting as a SME (Subject Matter Expert)
Essential Job Functions / Description
  • Track major service outages and other service affecting activities. Advise inter-department groups of occurrences and ensure progress towards resolution.
  • Understand the triage and service level agreement policies for the tickets and resolve issue within the given time frame.
  • Conducting complex network/voice monitoring, equipment installation and maintenance activities
  • Troubleshooting and repair of complex IP (data) and telecom communications equipment hardware or configuration issues, within defined service level agreement periods
  • Direct customer interface on installs and repair requests related to new equipment installs and overall functionality of IP (data) and telecom communications equipment.
  • Documentation of all activities per defined procedures
  • Mentoring/Training/Coaching of less experienced employees
General Work Abilities:
  • Practicing excellent customer service
  • Ability to work in a fast-paced operational environment.
  • Ability to answer customer calls and work issues via trouble ticket proficiently and independently.
  • Create trouble ticket which summarizes customer reported trouble.
  • Answer inbound calls and/or redirect calls to proper Lumen organization if required.
  • Create trouble ticket which summarizes customer reported trouble.
  • Provide proactive customer updates on progression of repair.
  • Handle internal/external customer escalations via phone, remedy tickets, SolarWinds or email and escalate further any customer-related issues to the appropriate group or manager as necessary.
  • Ability to manage multiple tasks on time, including ticket administration, communications, and follow up activities.
  • Ability to learn in an 'on-the-job' training environment.
  • Ability to work all shifts in a 7x24x365 environment Strong oral, written, and interpersonal skills.
  • Strong analytical and decision-making skills.

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact

All applicants applying must be legally authorized to work in the country of employment.


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Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.


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