NOC Technician I

About the Team:

The Network Operations Center (NOC) is a team of technical and motivated employees who work together to provide reliable service and support to our customers. Our primary focus is ensuring GTA's core network, telecommunications platforms, and supporting data center environments remain operational, monitored, and properly supported.

The NOC provides 24/7 monitoring, first-line troubleshooting, customer intake, incident coordination, documentation, escalation, and operational support across GTA's network and data center environments.

Who we are looking for:

We are looking for an individual who wants to grow and develop their telecommunications and network operations career. The ideal candidate is a team player with strong written and verbal communication skills who can work effectively across multiple technical and operational teams.

This individual should be inquisitive, analytical, detail-oriented, dependable, and passionate about providing excellent technical and customer support. The candidate must also be comfortable working in a fast-paced 24/7 operational environment where priorities may change quickly based on network events, customer impact, emergencies, or business needs.

If you are interested in building your technical knowledge while making a positive impact on our customers and community, this role may be for you!

Still interested? Here's what the role looks like:

The NOC Technician I is responsible for Tier 1 monitoring and support of GTA's core network and supporting infrastructure. The position monitors critical network elements, responds to alarms and customer-reported issues, performs initial troubleshooting and triage, creates and manages trouble tickets, coordinates escalations, and communicates network and service-impacting events.

The role also provides first-line operational support for GTA's data centers, including GU1, GU2, GU3, and future GTA data center facilities. Data center responsibilities include monitoring facility and environmental conditions, customer intake, assigned onsite coverage, walkthroughs, access support, documentation, and escalation.

Responsibilities include:

Provide Tier 1 monitoring and support for Internet, Broadband, IPTV, Wireless, Voice, Transport, and other GTA network platforms.

Monitor core network elements and proactively identify network alarms, degradation, outages, and service-impacting conditions.

Perform initial troubleshooting and analysis of service delivery platforms and escalate issues to the appropriate Tier 2, engineering, facilities, IT, security, vendor, or operational teams.

Create and maintain trouble tickets, document troubleshooting actions, capture customer impact, determine initial severity, and ensure incidents are routed appropriately.

Communicate network outages, planned maintenance, restoration progress, and other service-impacting events to internal teams and customers as required.

Maintain applicable Service Level Agreements (SLAs) and support Key Performance Indicator (KPI) targets.

Provide direct customer support when required and communicate clearly with both technical and non-technical audiences.

Perform continuous network health checks and proactively identify conditions that may affect service reliability.

Create reports related to network uptime, utilization, incidents, alarms, and other operational metrics.

Dispatch to customer premises, GTA facilities, remote equipment centers, Video Headend locations, wireless sites, and data centers when required to provide Tier 1 or authorized remote-hands support.

Follow established NOC Standard Operating Procedures, escalation procedures, maintenance procedures, and emergency response processes.

Data Center Operations Responsibilities

As part of the NOC function, the NOC Technician I also provides first-line monitoring, customer intake, triage, documentation, and escalation for GTA data center operations.

Responsibilities include:

Monitor assigned facility, environmental, security, IT, and customer-impacting systems, including BMS, EPMS, EMS, or other monitoring platforms where applicable.

Recognize and report abnormalities involving commercial power, UPS systems, generators, cooling, temperature, humidity, water or leak conditions, and physical security.

Acknowledge, document, triage, and escalate data center alarms according to established procedures.

Serve as the initial NOC contact for telephone and email requests affecting GTA data centers.

Capture customer requests and impacts, create or update tickets, determine initial severity, and route issues to the appropriate responsible team.

Provide assigned onsite data center coverage based on operational and staffing requirements.

Complete required data center shift walkthroughs and inspect permitted areas for visible alarms, water intrusion, abnormal heat, unusual sounds or odors, cleanliness concerns, access issues, and other abnormal conditions.

Support authorized customer, vendor, contractor, visitor, and employee access in accordance with GTA Physical Security policies.

Verify identity, authorization, visit purpose, permitted areas, and escort requirements when performing access support.

Issue temporary or visitor badges when authorized and maintain required access and visitor records.

Maintain accurate shift logs documenting significant alarms, customer contacts, incidents, escalations, walkthroughs, escorts, access events, and unresolved issues.

Provide clear written shift handoffs identifying outstanding issues, responsible owners, and required follow-up.

Review scheduled maintenance activities and recognize expected alarms or impacts while escalating unexpected conditions.

Maintain accurate event timelines during incidents and provide factual status updates within the technician's assigned authority.

Perform assigned responsibilities during storms, typhoons, emergencies, and other business continuity events.

Follow established emergency staffing, communication, escalation, and fallback procedures.

Role Boundaries

The NOC Technician I is primarily a first-response, monitoring, observation, documentation, troubleshooting, and escalation role.

Technical work involving data center infrastructure is performed only when specifically authorized and within the employee's training and qualifications.

The technician is expected to:

Follow established operating procedures, access requirements, post orders, and escalation processes.

Observe, document, and escalate abnormal facility or network conditions.

Route facility repairs, access changes, equipment modifications, and specialized technical work to the responsible team.

Report any condition or conflict that prevents required monitoring, walkthroughs, escorts, customer support, or dispatch responsibilities from being completed.

Tier 1 telecommunications or remote-hands responsibilities do not provide unrestricted authority to repair data center infrastructure, modify security permissions, or make unapproved equipment changes.

Candidates Must Show:

Ability to promote GTA's culture and mission when interacting with employees, customers, vendors, partners, and visitors.

Strong technical aptitude and an understanding of technologies used in telecommunications and service delivery.

Willingness to continually increase technical knowledge through training, research, and hands-on experience.

Strong verbal and written communication skills.

Ability to communicate technical information clearly to both technical and non-technical audiences.

Strong organizational skills with the ability to prioritize multiple activities in a fast-paced operational environment.

Attention to detail and accuracy when documenting incidents, alarms, customer interactions, and operational activities.

Ability to make sound, fact-based decisions and seek guidance or escalation when necessary.

Strong customer s