NOC Technician

Description

With over 25 years of experience, Socket Fiber is one of the fastest growing fiber internet providers in Missouri, Illinois, Arkansas and Tennessee and is dedicated to building and expanding high-speed fiber optic networks that connect communities. We are committed to innovation, quality, and delivering exceptional service to our customers. Join our dynamic team and be a part of shaping the future of connectivity!

Are you passionate about technology, troubleshooting, and keeping customers connected? As a Network Operations Center (NOC) Technician, you'll monitor our fiber network, support FTTH services, investigate alarms and outages, and help provision business customer solutions in a fast-paced, team-oriented environment.

This is an in-office position.

What You’ll Do

Key responsibilities include:

• Monitor network management, alarm, and monitoring systems for network and service-impacting events.
• Monitor FTTH/PON infrastructure including OLTs, PON ports, ONTs/ONUs, uplinks, interfaces, and associated network equipment.
• Monitor network availability, alarms, utilization, packet loss, latency, and other performance indicators.
• Identify and respond to network outages, degraded services, and equipment alarms.
• Acknowledge, document, and track network alarms and incidents according to NOC procedures.
• Perform initial troubleshooting and determine the scope and potential impact of network events.
• Identify common network conditions such as:
  • OLT or PON port outages
  • Multiple ONTs offline
  • Individual ONT/customer outages
  • Fiber or optical signal issues
  • Interface or uplink failures
  • Equipment alarms
  • Power-related outages
  • Network congestion or high utilization
• Correlate alarms and events to determine whether an issue is isolated to a single customer, PON, OLT, site, or larger portion of the network.
• Escalate network issues appropriately based on established NOC procedures.

PON / FTTH Support

• Provide Tier 1 support for FTTH services utilizing primarily Adtran TA5K and related PON platforms, with additional Calix systems.
• Perform basic troubleshooting of OLTs, PON ports, ONTs/ONUs, and customer connectivity.
• Review ONT status, optical levels, alarms, registration status, and service configuration.
• Assist with identifying potential fiber, optical, equipment, or configuration problems.
• Verify customer service status and determine whether issues are network-related or customer-premises-related.
• Support field technicians by providing remote diagnostics and network information.
• Perform approved basic service actions such as ONT reprovisioning, service resets, or port/service validation when authorized.
• Maintain accurate documentation of troubleshooting activities.

Business Customer Provisioning

• Assist with provisioning and activation of business customer services.
• Process approved service orders and provisioning requests according to established procedures.
• Assist with provisioning Internet, Ethernet, voice, and other supported business services.
• Validate service configuration and connectivity following provisioning.
• Coordinate with Sales, Customer Service, Engineering, Field Operations, and other departments when required.
• Verify service parameters, VLANs, bandwidth profiles, IP assignments, and other configuration elements as applicable to the service.
• Document provisioning activities and configuration changes.
• Escalate provisioning issues that require advanced network engineering or configuration expertise.

What We’re Looking For

To be considered for this role, you'll need the following required qualifications:

• Basic understanding of networking concepts including:
  • TCP/IP
  • Ethernet
  • VLANs
  • DHCP
  • DNS
  • IPv4
  • Basic routing and switching concepts
• Basic understanding of fiber-optic and PON/FTTH technologies.
• Ability to understand basic network topology and identify affected network elements.
• Basic understanding of VoIP/hosted voice concepts.
• Ability to use network monitoring, ticketing, provisioning, and management systems.
• Basic troubleshooting skills using ping, traceroute, and other standard network tools.

Desired Attributes

Beyond the qualifications, these attributes are what make someone a great fit for our team:

• 1-2 years of experience in an ISP, telecommunications, NOC, help desk, technical support, or network environment.
• Experience with FTTH/PON networks.
• Experience with Adtran or Calix equipment.
• Experience with hosted voice/VoIP.
• Experience with business Internet or telecommunications provisioning.
• Experience with network monitoring systems such as SolarWinds, Nagios, Grafana, or similar platforms.

Why Join Socket Fiber?

At Socket Fiber, we're redefining what it means to connect communities. We share a mission-driven culture focused on bringing high-speed internet to areas that need it most. We're not just selling a service-we're providing access, opportunity, and real change. Socket Fiber offers a culture where employee strengths are highlighted and recognized.

A few of the key ways we strive to make employees feel valued include:

• Competitive pay + bonus potential or performance-based commission
• Medical, dental, vision, life, and 401k with match
• Free coaching/counseling for employees & families
• Free fiber service (if available in your area)
• Tuition reimbursement for personal and professional growth
• Community engagement opportunities
• Culture that values results, effort, and integrity

Our Core Values

• Respect: Toward all customers, communities, property, and coworkers.
• Advocacy: In-person, online, or by phone-we go beyond support to serve as customer advocates.
• Transparency: In our commitments, service experiences, and business relationships.
• Progress: Growth is proof of our dedication to improving lives and communities.
• Winning: Every conversation is a chance to gain a customer for life.

Ready to Apply?

If you’re ready to make an impact and grow your career with Socket Fiber, we’d love to hear from you. Apply today!

This role is not eligible for Visa sponsorship.

This role is not eligible for relocation.

Salary and benefits commensurate with experience.

Equal Opportunity Employer.

This employer uses E-Verify.