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.

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

• 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