Telecom NOC Support Technician II

About Us
Broadband Dynamics is a rapidly growing telecommunications carrier and software company that provides Voice services and Voice-centric Software as a Service (SaaS) applications to large enterprise customers worldwide. We specialize in providing high-quality, low-cost voice and SaaS solutions with industry-leading customer service. We pride ourselves on exceptional customer service, cutting-edge technology, and a collaborative team environment.

The Opportunity
We are seeking a Telecom NOC Support Technician II with experience working in a telecommunications NOC environment. This position plays a key role in supporting customers and ensuring network reliability. The role involves monitoring alerts, responding to customer requests, investigating technical issues, and resolving trouble tickets efficiently and professionally. The ideal candidate will bring direct telecom NOC experience, thrive in a fast-paced, collaborative setting, and demonstrate a strong commitment to operational excellence and customer satisfaction.

What You'll Do

• Provide technical support for customers by monitoring network systems and responding to alerts and incidents
• Investigate and troubleshoot Cloud PBX, UCaaS, and CCaaS service issues.
• Pull and analyze Call Detail Records (CDRs) to identify and resolve service-impacting problems.
• Respond to incoming customer requests via phone, email, and ticketing systems.
• Collaborate with internal teams to escalate and resolve network or voice-related issues.
• Maintain detailed and accurate documentation throughout the troubleshooting process.
• Demonstrate professionalism and clear communication in all customer and vendor interactions.
• Support a 24/7 operations environment with occasional weekend, holiday, or off-hour shifts as needed.

What You'll Bring

• 2-5 years of hands-on experience working in a telecommunications Network Operations Center (NOC) supporting voice and data services.
• Solid understanding of Voice over IP (VoIP) technologies and network operations.
• Working knowledge of SIP and TCP/IP protocols, including the ability to troubleshoot and resolve related issues.
• Proficiency in Excel and strong documentation skills.
• Demonstrated analytical, troubleshooting, and problem-solving abilities with close attention to detail.
• Strong verbal and written communication skills with the ability to interact effectively with customers, vendors, and internal teams.
• Proven ability to manage multiple priorities in a fast-paced environment and see tasks through to resolution.
• Self-motivated and dependable with a positive, can-do attitude and a strong commitment to operational excellence and customer satisfaction.

Preferred Qualifications

• Experience with Cloud PBX, UCaaS, and CCaaS platforms.
• Hands-on experience with Sansay SBC, Juniper, and Adtran equipment.
• Familiarity with SolarWinds monitoring tools.
• Technical background in cloud or voice network environments.

What We Offer

• An opportunity to join an innovative telecommunications and SaaS organization.
• Exposure to advanced voice and cloud technologies.
• Opportunities for professional growth and development.

Equal Opportunity
Broadband Dynamics is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable law. Employment is contingent upon successful completion of a background check according to company policy.