Job Description
Job Description
Company Overview
Smart City Telecom is a full-service telecommunications company that has been serving the residents and businesses of Celebration, Lake Buena Vista, and Bay Lake, Florida since 1969 and we're now expanding our service to the greater Central Florida market. With a deep heritage in delivering solutions, with a top-down commitment to customer satisfaction, Smart City Telecom provides cutting-edge Internet and voice services that are unrivaled in the industry.
While Smart City Telecom is continuously updating our products and services to make sure that we deliver the highest quality, we continue to live by the core values upon which we were founded. Above all else, we operate with integrity without compromise – we deliver what we say we will deliver, and we do right by all our customers, business partners, and vendors.
We are committed to recruiting, developing, rewarding, and retaining the best possible candidates in the workforce. We strive to assist our team members in accomplishing both individual and overall organizational goals. We provide a work environment where people can drive results, develop, and grow their careers. We recognize the individuality of each of us and we are on a mission to create a workplace where you can grow and succeed. At Smart City Telecom, we stand for integrity, efficiency, problem solving, equity, and character in all our relationships and interactions. Our focus is on promoting growth, accountability, and empowerment in the company.
Job Summary
The NOC Technician III is responsible for monitoring and maintaining the health, performance, and security of our network and infrastructure while effectively supporting our high-value customers. The ideal candidate will have a strong technical background, outstanding problem-solving skills, and a proactive approach to network monitoring.
Responsibilities
Responsibilities and essential job functions include but are not limited to the following:
- Monitor network systems, servers, and applications for performance, availability, and security, utilizing both network management and security-specific tools.
- Identify, analyze, and escalate security alerts, or vulnerabilities, adhering to established incident response procedures and escalation protocols.
- Investigate and resolve network issues, troubleshoot complex problems, and coordinate with internal teams and external vendors to ensure timely resolution.
- Maintain documentation of daily operations and maintenance issues.
- Create and maintain documentation related to network and security operations, including incident reports, standard operating procedures (SOPs), and system configurations.
- Provide direct and supportive customer contact to resolve issues via email, chat, or telephone.
- Provision internet services for residential and business customers.
- Proactively identify, research, and recommend solutions for trending customer issues.
- Assist with the troubleshooting and maintenance of networks, systems, and services.
- Communicate with vendors and other departments to coordinate outage recovery/resolution.
Qualifications – The ideal candidate for this position will demonstrate:
- Proficiency in Microsoft Office (Word, Excel, Outlook) and cloud/mobile technologies.
- Excellent analytical and problem-solving skills, with the ability to quickly analyze complex network and security issues.
- A vital interest in contributing to the success of the department’s goals.
- Excellent organizational, time management, initiative, attention to detail, follow-through, and problem-solving skills.
- Exceptional customer service skills with an ability to explain complex situations in simple terms.
- Ability to multi-task and accomplish tasks in challenging environments with minimal supervision.
- Ability to effectively collaborate cross functionally with other teams.
- In-depth knowledge of network protocols, TCP/IP, routing, switching, and network security principles.
- Very experienced with network monitoring tools, methods, and applications.
- Experience with security alert triage using Security Information and Event Management (SIEM), IDS/IPS, and endpoint security tools from Elastic, Rapid7 and Microsoft Defender.
Working Conditions
- Hybrid work schedule with in-office and at-home workdays. Schedule may vary depending on business needs, including nights, holidays, and weekends.
- Indoor office working environment with prolonged sitting.
Other Requirements
- Minimum 2-3 years of relevant experience in Internet Service Provider (ISP) and/or Telecommunications networks.
- Minimum 2-3 years of experience supporting UCaaS and IP telephony environments preferred.
- Minimum 3-5 years of experience troubleshooting Cisco, Calix, and Ciena platforms preferred.
- Minimum 3-5 years of experience with networking monitoring tools, methods, and applications required.
- Minimum 3-5 years of experience with service provider operations preferred.
- Industry certifications such as CCNA, Security+ are highly desirable.
- Must be able to work flexible hours including holidays, weekends, and shift work, as needed.
- Must be able to pass a criminal background check and drug screening.
- Valid Driver’s License with a satisfactory driving record is required.
Benefits Include (Full-Time Team Members)
- Competitive Salary Commensurate with Experience
- Medical, Dental, and Vision
- Supplemental Benefits - Accident, Critical Illness, Hospital Care
- Life and Disability
- Flexible Spending Accounts
- 401K with Match
- Life Assistance Plan
- Wellness Plan
- Vacation, Personal, Sick, and Holiday Pay
- Ongoing Professional Training & Educational Reimbursement Program
- Team Member Recognition Programs
Background Screening: As part of our standard hiring process for new employees, employment with Smart City will be contingent upon successful completion of a pre-employment drug screening, background check, and motor vehicle check. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis. Smart City is an E-Verify employer.
Equal Employment Opportunities: Smart City is committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments, or training.
Disclaimers:
The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.
In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.
Please be advised that Smart City does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Smart City, they are not for employment with us but may relate to another company with a similar name.
NO OUTSIDE AGENCIES
Smart City is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Smart City via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Smart City HR/Recruitment will be deemed the sole property of Smart City. No fee will be paid in the event the candidate is hired by Smart City as a result of the referral or through other means.