[Hiring] Tier II NOC Technician @New Horizons Communications

Role Description

As a Tier II Data Technician, you will serve as a key escalation point within our support organization, providing advanced troubleshooting and support for customer data issues. You will manage trouble tickets, work directly with carriers, and ensure customer satisfaction through timely communication and resolution. This role includes troubleshooting NHC-managed equipment, including:

• Juniper switches
• Ubiquiti wireless access points and routers
• Cradlepoint/Peplink cellular devices

You’ll also be responsible for monitoring incoming alerts, handling inbound support requests, and escalating complex issues as needed. This role requires a proactive mindset, technical proficiency, and excellent communication skills.

Key Responsibilities

• Handle inbound and outbound customer communications (calls, emails, tickets) for data-related service requests and issues.
• Troubleshoot Layer 1–3 network problems involving routing, switching, firewall rules, IP addressing, and WAN/LAN connectivity.
• Work directly with carriers and third-party vendors to coordinate resolution of circuit or service-impacting issues.
• Monitor network alerts and ticket queues, proactively identifying and responding to outages or degradation.
• Support and manage NHC-provided equipment, including:
  • Juniper EX series switches
  • Ubiquiti access points and routers
  • Cradlepoint and Peplink 4G/5G devices
• Create, update, and close tickets in a timely and detailed manner, following internal escalation and documentation protocols.
• Escalate unresolved issues to Tier III or Engineering as appropriate.
• Participate in shift turnover documentation and daily operations reporting.
• Maintain professional and courteous communication with customers and internal teams.
• Support shift coverage and participate in on-call rotation for after-hours escalations, if needed.

Qualifications

• 1–2 years of hands-on experience with data networking technologies in a support or NOC environment.
• Strong understanding of:
  • Network topology and IP routing
  • Subnetting and IP address allocation
  • Basic firewall functionality
  • Layer 1–3 concepts including Ethernet, DNS, DHCP, and NAT
• Experience working with Juniper, Ubiquiti, Cradlepoint, or Peplink hardware preferred.
• Familiarity with ticketing platforms (e.g., ServiceNow, Salesforce, or similar).
• Strong verbal and written communication skills; ability to clearly convey technical info to both technical and non-technical audiences.
• Ability to multitask and remain organized under pressure in a high-volume, fast-paced support environment.
• Availability to work shift (10 AM – 7 PM Tues- Sat) and provide rotational on-call support if required.

Requirements

• This is a full-time position requiring 40 hours per week, Tuesday through Saturday.
• The expected salary range for this role is $50,000 – $65,000 per year.
• Final salary offers are determined by a candidate's specific experience, skills, and qualifications.
• Generous benefit package that includes Health, Life, Dental, and 401K with company match.

Benefits

• Health, Life, Dental insurance
• 401K with company match

Company Description

NHC is at the forefront of telecommunications, delivering cutting-edge technology solutions to our nationwide customer base. Headquartered in Concord, MA, with an additional office in Fairport, NY, we are on a steady growth trajectory thanks to our strategic partnerships with top technology service distributors and advisors.