Network Operation Center (NOC) Technician - Tier II

Network Operations Center (NOC) Technician – Tier II

Location: Sandy Springs, GA

Department: Service Assurance

Schedule: 24/7/365 (shift-based, including nights, weekends, and holidays)

Overview

The NOC Technician (Tier II) is the primary break/fix resource within Accelecom’s Service

Assurance organization. This role is responsible for hands-on troubleshooting and restoration of

network services across Layer 1–3, including fiber infrastructure, routing, and switching. As the

technical escalation point from Tier I, the NOC Technician plays a critical role in restoring service

quickly, maintaining SLA performance, and ensuring network stability

What You’ll Do

• Lead break/fix troubleshooting and service restoration for network outages and

degradations

• Diagnose and resolve issues across OSI Layers 1–3 (fiber, transport, routing, switching)

• Troubleshoot fiber optic circuits, including light levels, cuts, and physical layer faults

• Identify and resolve routing issues (BGP), VLAN misconfigurations, and interface errors

• Investigate and resolve slow speed / throughput issues and service degradation

• Isolate fault domains (customer LAN, CPE, core network, or third-party provider)

• Coordinate with OSP, Engineering, vendors, and field technicians for restoration

• Provide hourly updates on high-priority (P1/P2) incidents

• Own ticket accuracy, documentation, MTTR tracking, and SLA compliance

• Escalate complex or high-impact issues as required

After-Hours Responsibility

During nights, weekends, and holidays, the NOC Technician assumes full operational

responsibility, including monitoring, ticket creation, troubleshooting, customer impact

assessment, and escalation.

What You Bring

• Hands-on experience in telecom, ISP, or network operations environments

• Strong troubleshooting skills across:

o Layer 1: Fiber optics, light levels, physical connectivity

o Layer 2: VLANs, switching, interface errors

o Layer 3: IP routing, BGP, network pathing

• Experience diagnosing outages, flapping circuits, and performance issues

• Familiarity with network tools (SNMP, SSH, monitoring platforms)

• Ability to work incidents end-to-end in a high-pressure, real-time environment

• Strong documentation and communication skills

What Success Looks Like

• Fast, accurate restoration of network services

• Strong ownership of break/fix resolution from start to finish

• Consistent SLA and MTTR performance

• Clear, actionable communication across teams and vendors