Job Overview
Enshored is seeking a Tier 2 NOC Support Specialist to support and maintain the technical health of our partner's regional network infrastructure. This role focuses on ensuring network stability, resolving advanced escalations from Tier 1, and maintaining the technical integrity of service delivery.
The NOC Specialist acts as a technical liaison for field operations and Tier 1 teams, focusing on day-to-day incident resolution while collaborating with the client's internal teams to drive continuous improvement in network performance. This position is ideal for a technical professional ready to deepen their expertise in ISP infrastructure and regional network management within a fast-growing global BPO environment.
Key Responsibilities
- Escalation Management: Resolve complex technical issues escalated by Tier 1 involving advanced networking, VLAN mismatches, and signal interference.
- Edge Device Management: Perform remote configuration and troubleshooting on OLTs, ONT's, AP's and Edge Switches with residents, end users, property management and maintenance staff and field technicians.
- Regional Monitoring: Monitor regional segments of the network to identify localized outages and initiate the incident response process.
- Field Support: Act as the remote technical lead for field technicians, verifying signal levels and port configurations during on-site repairs.
- Ticket Documentation: Maintain detailed logs of troubleshooting steps to ensure Tier 3 has high-quality data if further escalation is required.
- Property Outage Notification: review and approve notifications to properties regarding initial, periodic and resolved site outage issues.
Technical Qualifications
- Certifications: CCNA (Cisco Certified Network Associate) certification or equivalent experience is highly preferred.
- Wireless Expertise: In-depth knowledge of wireless technology and managed Wi-Fi solutions. Experience with 802.11/Wi-Fi standards is essential.
- Platform Proficiency: Strong preference for candidates with hands-on experience in the following platforms for managed Wi-Fi solutions (Switches and Access Points):
- Ruckus Wireless
- Cambium
- Cisco
- Ubiquity
- Mikrotik
- Networking Fundamentals: Comprehensive understanding of switching and routing functions is strongly preferred.
- ISP Knowledge: Familiarity with ISP services and infrastructure operations.
- Managed Services: Ability to deploy, configure, and troubleshoot managed Wi-Fi environments for residential or commercial clients.
Experience
- 3+ years of technical support experience in an ISP environment, with at least 1 year in an escalated or Tier 2 capacity.
- Must demonstrate the ability to communicate technical solutions clearly to US-based customers and field technicians.
- Excellent knowledge of word processing tools and spreadsheets (MS Office Word, Excel etc.)
- Excellent attention to detail
- CEFR Level B2 English Proficiency for both oral and written communication.
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