Network Operations Center (NOC) Engineer – Tier 3

Job Summary Ensure 24/7 availability and performance of network infrastructure through monitoring, incident response, escalation management, and technical support while maintaining SLAs and collaborating with cross-functional teams.

Key Responsibilities

• Network Monitoring & Performance:

• Monitor infrastructure using SolarWinds, PRTG, Nagios, Zabbix, Cosmos, and other proprietary systems

• Analyze performance trends, bandwidth, latency, packet loss, and KPIs

• Maintain monitoring thresholds, alert policies, and SLA metrics

• Incident & Problem Management:

• Respond to alerts and outages within SLA timeframes

• Perform triage, diagnosis, and manage incident lifecycle

• Conduct root cause analysis and document lessons learned

• Track trends and recommend preventive measures

• Escalation Management:

• Serve as primary escalation point for Tier 1 and Tier 2 support teams

• Escalate complex issues to Tier 4 engineers and specialized teams

• Coordinate vendor support and facilitate bridge calls during major incidents

• Manage communication between technical teams, management, and stakeholders

• Network Operations & Maintenance:

• Execute firmware updates, patches, and configuration changes

• Configure routers, switches, firewalls, load balancers, wireless controllers

• Implement VLANs, access control policies, and VPN connections

• Perform change management and maintenance window activities

• Troubleshooting & Support:

• Resolve issues across LAN, WAN, MPLS, SD-WAN, wireless networks

• Troubleshoot routing/switching protocols including BGP, OSPF, EIGRP, STP

• Analyze traffic using Wireshark, tcpdump

• Address DNS, DHCP, firewall, NAT, and VoIP issues

• Manage SSID requests and conference support

• Field Technician Coordination & Dispatch:

• Coordinate tech dispatches for PMS troubleshooting and connectivity

• Conduct WiFi site surveys, coverage analysis, wireless optimization

• Manage 3rd party vendor troubleshooting including video, VoIP, and conference room technology

• Coordinate on-site troubleshooting activities and vendor escalations

• Documentation & Collaboration:

• Maintain network documentation, topology diagrams, and SOPs

• Create post-incident and root cause analysis reports

• Participate in capacity planning and continuous improvement initiatives

• Collaborate with Engineering, logistics, equipment, and third-party vendors

Required Qualifications

• Technical Skills:

• TCP/IP, routing protocols, VLANs, QoS

• Cisco, Ruckus, Aruba/HP, Meraki routers, switches, and wireless controllers

• Firewalls including Cisco ASA, Fortinet, WatchGuard

• Monitoring tools: SolarWinds, PRTG, Nagios, Zabbix, Cosmos

• Wireshark, tcpdump, packet analysis

• VPN, SD-WAN, load balancers, wired (Ethernet, fiber) and wireless networking

• Property Management Systems (PMS) and hospitality technology (preferred)

• Certifications:

• Preferred: CCNA, CCNP, Ruckus Certified, Aruba Certified, Meraki Certified, CompTIA Network+, CWNA, Fortinet NSE

• Experience:

• 1+ years network operations or NOC experience

• Incident management and escalation handling

• Experience coordinating with field technicians and dispatch operations

• Soft Skills:

• Strong communication and problem-solving skills

• Ability to remain calm under pressure during critical incidents

• Team collaboration and mentoring

• Time management and prioritization

• Education:

• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience

Working Conditions

• Shift work required (24/7 operations)

• May require on-call availability

• Office-based positions with remote work options possible