NOC Supervisor

Responsibilities

• Supervise day-to-day associate functions, work queues, schedules, and availability for the NOC Admin and NOC Engineer teams
• Observe daily call queues and ticket workflows to ensure network KPIs and customer SLAs are met
• Conduct regular one-on-one discussions and lead team meetings to support staff development
• Assist in the screening, onboarding, and training of all new NOC hires
• Monitor ticket hygiene to identify potential training opportunities for the team
• Act as a liaison between the NOC and internal/external teams to coordinate issue resolution
• Participate in leadership on-call responsibilities, including outage bridges and NOC support
• Work closely with the reliability engineering team during the Change Approval Board process and incident management

Requirements

• 5+ years of Telecommunications experience
• 1-2 years of Team Leadership experience
• 1-2 years of Incident Management or Outage Management experience
• 1-2 years of Customer Service experience
• Working knowledge of Route/Switch and Optical Transport technologies
• Knowledge of LAN, WAN, WLAN, TCP/IP, and Ethernet
• Experience with vendors such as Juniper, Adtran, Mikrotik, Infinera, Ubiquiti, BaiCells, or Cambium
• Ability to read, decipher, and create network diagrams and documentation
• Must be able to work 3rd shift (11:00 PM - 7:00 AM ET) onsite in Byron Center, MI

Preferred Qualifications

• Network certifications such as JNCIA, Adtran, or Network+

About the Company

Surf provides high-quality connectivity solutions and is dedicated to maintaining reliable network performance through expert engineering and proactive operations.