NOC L1 Technician

• Teal is looking for a Network Operations Center (NOC) Engineer Level 1 to play a crucial role in ensuring the smooth operation of Teal s infrastructure and network systems for delivering their eSIM services
• This person will be responsible for monitoring network and system performance, diagnosing and resolving technical issues, and providing timely support to maintain uninterrupted business operations
• Teal NOC Technicians work in a fast-paced environment and collaborate with various teams to maintain optimal service performance and reliability

Responsibilities

Network Monitoring:

• Monitor Teal infrastructure, network and system performance using specialized network monitoring tools.
• Detect and analyze network, system, and service anomalies, outages, and performance degradation.
• Respond to alarms, alerts, and incidents promptly to minimize downtime.

• Investigate and diagnose network, system, and service issues, including connectivity, latency, application issues, and dependent partner issues.
• Escalate complex issues to higher-level technical teams if necessary.
• Collaborate with colleagues to resolve issues efficiently and effectively.

• Document incidents, issues, and resolutions in detail through established processes using work management systems.
• Follow established procedures for incident escalation and communication.
• Provide status updates and maintain incident logs for future reference.

• Respond to inquiries and provide timely technical assistance to internal teams including Teal s customer support.
• Collect and provide regular data and reporting and assist with additional requests for information.

• Perform and support routine maintenance tasks, such as software releases, patches, and configuration changes.
• Assist in post-change testing for operational validation.

• Communicate effectively with team members, engineering, support, and vendors regarding service status and incidents.
• Coordinate with other Teal teams to ensure timely incident resolution and maximize service uptime.
• Serve as intermediary communication between engineering and Teal org providing information, status, next steps, and estimated restoral during escalated incidents.

• Maintain accurate documentation of system configurations, procedures, and troubleshooting steps.
• Document shift activities and handoffs for NOC team.
• Contribute to NOC runbook and knowledge base articles for reference.

• Identify opportunities to enhance network monitoring, incident response, and overall system reliability.
• Recommend process improvements and solutions to prevent recurring issues.

• Extreme attention to detail, task and process discipline, and thorough documentation abilities.
• Understanding of event, incident and problem management, SLA s, uptime, and service restoral.
• Previous technical roles, including or similar to, NOC technician. Experience in the telecommunications and/or IoT industry preferred.
• Experience or familiarity with monitoring tools and methodologies.
• Understanding of network topologies, preferably mobile/cellular/wireless, network protocols, AWS cloud environment, OS, database structure, and application frameworks.
• Strong written and verbal communication skills
• Experience working with US companies and management teams.
• Ability to work with cross-functional teams and interact at all levels of the organization.
• Strong analytical and problem-solving abilities.
• Effective communication skills for interacting with both technical and non-technical stakeholders.
• Ability to work in a fast-paced, 24/7 operational environment.
• High school diploma or equivalent; associate or bachelors degree in a related field is a plus.
• Technical certifications such as CompTIA Network+, Cisco CCNA, or equivalent are advantageous.