New

Business NOC Technician II - Sioux Falls, SD

Midco
United States, South Dakota, Sioux Falls
Aug 12, 2026
JOB PURPOSE: Provide comprehensive support for Enterprise and Wholesale Carrier Business customers by monitoring, evaluating, troubleshooting, and performing tasks to support internal and external customers. KEY FUNCTIONS: * Engage in reactive and proactive monitoring of the multi-service fiber optic network and related services, including video, telephone, Internet, and Enterprise IT services, as well as Advanced Enterprise and Wholesale Business services; quickly identify network events, impaired services, or unplanned outages. * Monitor network resources, components, and Enterprise Business connections for performance, equipment failures and/or service outages. * Evaluate network alarm conditions and service outages; follow procedures to validate and classify potential impact. * Identify and document events as they occur, enter relevant information in Midco's ticketing system. * Perform preliminary troubleshooting per established procedure; document completed troubleshooting and escalate to the appropriate personnel for additional troubleshooting, mitigation, and restoration. * Actively coordinate mitigation and resolution of service outages; assist in troubleshooting and pinpointing service outage components. * Engage and coordinate efforts with third parties and vendors to resolve problems and issues. * Communicate with users, group members, Engineering, Field OPS, Business Customer Care and Management regarding service outages and/or equipment malfunctions; provide regular updates on high priority network events, escalating as necessary. * Review in flight circuit projects prior to turn-up; conduct pre-delivery testing of new carrier circuits and refer any issues to senior NOC or BNE personnel for corrective action. * Participate in coordinated turn-up of new carrier circuits. * Coordinate circuit troubleshooting between Midco and third-party resources to address circuit issues. * Input and review change requests for moderately complex maintenance activity. * Evaluate maintenance notifications and coordinate maintenance windows with other providers, NNIs and internal customer support teams. * Perform pre/post QC checks as part of maintenance activity; review nightly change calendar for potentially high risk or high impacting maintenance. * Coordinate preventive maintenance activity with Field Ops personnel; perform pre/post QC verification. * Perform proactive health checks as part of normal surveillance; document identified issues and coordinate with Field Ops personnel on corrective action. * Generate operational reports such as power supply battery health and transponder state. * Draft, review and update process documentation to ensure all procedures are known. * Train and guide new hires as required. * Follow and serve as a role model in displaying Midco's Core Values and Leadership Success Drivers. * Adhere to Midco's privacy guidelines to ensure each customer's privacy. * Maintain regular attendance as required by your position. ADDITIONAL FUNCTIONS AND RESPONSIBILITIES: * Effectively communicate with other departments to handle escalating issues in a timely manner. * Support the mission, vision and values of Midco. * Collaborate effectively with internal and external customers to ensure exceptional service. * Demonstrate courage by tackling tough issues while acknowledging own limitations without compromising integrity. * Remove obstacles for team members. Encourage creative solutions. * Apply personal ethics, honesty, initiative, flexibility, responsibility and confidentiality in all areas of responsibility. * Communicate clear expectations that set a high bar while holding team members accountable to reach these goals. * Demonstrate business acumen by using data to drive decisions and actions. * Model flexibility, resiliency and change management skills by staying self-aware, constantly learning, and * finding ways to cut through ambiguous problems. * Identify root causes of problems and implement solutions while keeping a holistic and long-term perspective in mind. * Actively follow Midco policies and procedures. * Perform other duties as assigned. EXPERIENCE AND EDUCATION: * High school diploma, or vocational certification in technology field, or equivalent industry work experience required. * Minimum Two years of previous NOC, Engineering, Network Operations, or Business Support experience is required; experience in the telecommunication or cable industry is preferred. * Minimum of two years of internal proprietary methods of service delivery is preferred. * NCTI "Operations Center Technical Support I" course completed or commitment to complete within the first year of employment. * Cisco routing and switching coursework to be completed within the first year in position. SKILLS AND BACKGROUND * Working knowledge of business networking, including network components, function, and operation; Working knowledge HFC /cable plant components and structure. * Working knowledge of TCP/IP and other Internet protocols as well as experience with tools such as Ping SNMP, SSH, Trace Route, NS Lookup. Exposure to SolarWinds, Wireshark, Zabbix, Grafana etc. is preferred. * Working knowledge of enterprise business and wholesale carrier networking including but not limited to Layer II/Layer III networks, IP routing, VoIP, etc. * Working knowledge of applied routing and switching configurations such as MPLS, VLAN routing, EVC. * Working knowledge of the following specialties: optical transport, routing, cable modem termination system (CMTS), voice, video and wireless. * Demonstrated proficiency in all areas of NOC operations; able to handle moderately complex maintenance and troubleshooting duties. * Working knowledge of network monitoring systems and element monitoring systems. * Demonstrated proficiency in incident and change management process and procedures. * Ability to read and comprehend technical literature. WORK ENVIRONMENT AND PHYSICAL DEMANDS: * The noise level in the work environment is moderate. * Employees may be required to work in excess of 40 hours per week and other than normal business hours, such as holidays, evenings and weekends as business demands.