As a NOC Engineer I, you will work in the NOC remotely. This position will report to the NOC Supervisor. In this position, you will handle site and equipment outages and work closely with other support and dispatch departments to drive issues to resolution. You will act as a mentor to Tier 2 representatives.

• Monitor network elements and systems: Ensure network components function properly using established tools and procedures, maintaining constant vigilance to detect issues early.

• Identify network issues and escalate appropriately: Recognize problems beyond basic troubleshooting capabilities and escalate them to higher-level engineers or technicians for resolution.
• Support the repair of basic circuits (e.g., EPL, DIA) under senior engineer guidance, ensuring proper setup and functionality.
• Provide basic technical support to customers: Address routine customer or client inquiries, provide status updates on issues, and escalate complex problems to senior team members as needed.
• Manage and update trouble tickets: Track and document issues in the ticketing system, ensuring accuracy and timely updates to facilitate efficient resolution.
• Collaborate with field teams for repairs and replacements: Work with technicians to support the replacement or repair of network and video systems, coordinating on-site visits to minimize service disruptions.
• Document network status and changes: Record updates to network status and configurations in appropriate systems, maintaining clear and accurate records for team reference.
• Handle escalated tickets from Tier 2 support: Receive and perform initial troubleshooting on tickets escalated from Tier 2, documenting findings and escalating further if unresolved.
• Remotely upgrade field equipment: Execute remote upgrades to field equipment during scheduled maintenance windows, following standard procedures under supervision.
• Respond to network alerts: Acknowledge and address network alerts by following predefined protocols, taking initial actions, and escalating when necessary.
• Follow through on commitments, communicate progress, and learn from mistakes to improve future performance.

• Associate’s degree Information Technology (IT), Computer Science, or a related field; or 2 years of related experience (no degree required).1-3 years of experience in NOC, ISP, MSP, or Network Helpdesk environment

KNOWLEDGE/SKILLS/ABILITIES

• MTCNA, CCNA or Network+ Certifications is a plus
• Familiarity with common network vendor syntax (i.e. Cisco, Juniper, Mikrotik)
• Knowledge of Layer 2 network technologies including Ethernet LAN/MAN, IEEE Standards, and 802.1q VLAN tagging
• Excellent interpersonal skills and written/verbal communication skills.
• Must have an affinity for troubleshooting and problem-solving.
• Ability to work in a fast-paced working environment.
• Desire and ability to remain up to date with the latest industry trends.
• Strong analytical problem-solving and troubleshooting skills.
• Ruckus and Juniper Mist experience a plus
• Active Ethernet over fiber solutions, xPON solutions
• Knowledge of TCP/IP protocols such as OSPF, BGP
• Knowledge of IEEE 802.11 wireless standards

Physical Demands and Working Conditions

The employee must have the ability to operate a personal computer and express or exchange ideas by means of the spoken word. May be required to sit and/or stand for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. May be required to lift or move 10+ pounds.

SALARY AND BENEFITS

• RealPage provides a competitive salary package along with a comprehensive benefit plan that includes:
• Health, dental, and vision insurance.
• Retirement savings plan with company match.
• Paid time off and holidays.
• Professional development opportunities.
• Performance-based bonus based on position.

Compensation may vary depending on your location, qualifications including job-related education, training, experience, licensure, and certification, that could result at a level outside of these ranges. Certain roles are eligible for additional rewards, including annual bonus, and sales incentives depending on the terms of the applicable plan and role as well as individual performance.

Equal Opportunity Employer: RealPage Company is an equal opportunity employer and committed to creating an inclusive environment for all employees.