Job description
NRTC is Member Driven and Technology Focused – providing solutions that help our 1,500 electric and telephone members bring all the advantages of today’s evolving technology to rural America. NRTC’s solutions are developed specifically to meet the needs of rural utilities and their customers, and include integrated broadband, managed services, smart grid, mobile and video solutions. We are a dynamic, growing cooperative with more than 800 employees operating out of eight office locations.
Job Summary
The NOC Technician monitors, correlates, and troubleshoots network alarms while providing exceptional support to NRTC members. This role requires the ability to work both independently and as part of a high-performing team in a fast-paced, always-on environment. Technicians must deliver a seamless and positive customer experience with strong communication and technical skills.
Responsibilities
Monitor switching, digital, optical, wireless, and other telecommunications equipment across internal and member networks
Perform alarm correlation, fault isolation, and remediation for Layer 1 and Layer 2 network issues
Answer inbound calls from members/customers and document all interaction details in the appropriate ticketing system
Create, update, and resolve tickets by troubleshooting and escalating to carriers or internal teams when necessary
Communicate outage details and updates to NRTC members as needed, ensuring clarity and professionalism
Escalate tickets and alarms appropriately and effectively to ensure quick resolution to meet service level agreement with members
Use network monitoring tools (PRTG, Nagios, LibreNMS, SolarWinds) and remote access tools (SSH, VPN, RDP, etc.) to investigate and verify service issues. Validate service issues using remote access tools (SSH, VPN, RDP, Telnet)
Support operation engineers by assisting with tasks or escalated issues
Perform routine ticket management and escalations to drive problems to final resolution
Provide ongoing communication to both customer support teams and engineering staff during service outages
Assist with training and mentoring of new Tier 1 technicians
Participate in shift coverage and team collaboration in a 24x7x365 NOC environment
Perform other duties as assigned
Qualifications
Knowledge, Skills, and Abilities
Strong troubleshooting ability with foundational knowledge in IP networking and protocols
Familiarity with Linux (basic CLI commands), remote access tools (SSH, Telnet, VPN, RDP), and ticketing systems
Experience using network monitoring and diagnostic tools (e.g., PRTG, Nagios, SolarWinds, LibreNMS)
Excellent communication and customer service skills, with the ability to explain technical issues to non-technical users
Strong multitasking and prioritization skills in high-pressure environments
Demonstrated ability to follow documentation and recognize when escalation or deviation is necessary
Team-oriented with the ability to work independently and collaboratively across shifts
Effective documentation and note-taking in support of shift turnover, ticket resolution, and audits
Minimum Education and Experience
Associate degree or higher in applicable IT related field or actively pursuing a plus
Network+ Certification desired
Must meet training and certification requirements prescribed by the department
An equivalent combination of education and experience may be considered
Physical Demands
Work is typically performed in an office setting
This role requires 24x7x365 support so candidates must be able to support flexible hours and schedules to ensure all shifts are covered
Minimum domestic travel may be required
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