***Must be able to work a flexible 24/7 rotating schedule.
Tealcom IO Communications, doing business as Teal Comm, is a US multinational networking and telecommunications company headquartered in Seattle. The company offers services, software and infrastructure in information and communications technology for telecommunications operators with global coverage, experts in eSIM technology with an extensive services operation across globe.We help our customers enable the full value of connectivity by creating game-changing technology and services that are easy to use, adopt and scale.
Our comprehensive portfolio ranges across roaming services, eSIM, Managed Services, and Emerging Business; powered by IoT platforms.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.
Troubleshooting and Issue Resolution:
- 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.
Incident Management:
- 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.
Technical Support:
- 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.
Maintenance and Upgrades:
- Perform and support routine maintenance tasks, such as software releases, patches, and configuration changes.
- Assist in post-change testing for operational validation.
Communication:
- 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.
Documentation:
- 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.
Continuous Improvement:
- Identify opportunities to enhance network monitoring, incident response, and overall system reliability.
- Recommend process improvements and solutions to prevent recurring issues.
Requirements
- 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 bachelor's degree in a related field is a plus.
- Technical certifications such as CompTIA Network+, Cisco CCNA, or equivalent are advantageous.
***Must be able to work a flexible 24/7 rotating schedule.
Seniority Level
IC, technical
Industry
Software, IoT, Telecommunications
Employment Type
Full-time
Job Functions
Network Operations
