Network Operations Center (NOC) Operator | RACOM Corporation

Responsibilities

• Continuously oversee the performance and stability of Land Mobile Radio communication networks using specialized monitoring tools to detect and escalate anomalies promptly.
• Log and document all incidents, detailing defects and resolutions to maintain an updated knowledge base and facilitate continuous improvement.
• Serve as the initial contact for clients reporting network issues, providing timely and effective communication to ensure customer satisfaction.
• Prepare routine reports on incident tracking, outages, and maintenance activities to inform management and clients.
• Work closely with other operators, internal stakeholders, customers, and third-party vendors to ensure smooth operation of customers’ communication systems.
• Identify and resolve basic problems following standard operating procedures (SOPs). Collaborate with field technicians and escalate complex issues to higher-level support when necessary.
• Ability to work effectively with service-center personnel, field technicians, vendors, and other internal stakeholders to coordinate service activities and resolve issues.

Requirements

• Demonstrated ability to handle customer inquiries, build positive relationships, set appropriate expectations, and maintain a high level of service throughout an incident.
• Strong organizational skills and the ability to document incidents, actions, and resolutions accurately and consistently.
• Proactive and dependable, with the ability to take ownership of issues, and follow through to resolution.
• 3–4 years of experience in network operations, technical support, dispatch, customer service, a call center, or a similar fast-paced support environment is preferred.
• Familiarity with network monitoring, technical support, troubleshooting, or communication systems, including radio equipment, system infrastructure, and VHF/UHF technologies, is a plus.

Company Overview

Eastern Communications, Ltd. is a critical communications provider based in Long Island City, Queens, NY. Founded in 1976, and acquired from original ownership in 2020, Eastern provides infrastructure, technical services, field replacement parts, and maintenance to a range of end users including public safety, transportation, utilities, and the federal government. The company has earned its exceptional reputation for delivering the highest quality products and services over its 45+ year history. In February 2023, Eastern acquired Marshalltown, Iowa-based RACOM Corporation, and has since acquired both PMC Wireless in New Jersey and GenComm in Wisconsin. It now comprises 350 employees across 18 locations nationwide.

Role Overview

We are seeking a dependable Network Operations Center (NOC) Operator to join our team to monitor customer communication systems and coordinate responses when alerts or service issues occur. As a first point of contact, the NOC Operator follows established procedures, records accurate information, communicates with customers and internal teams, and escalates issues to the appropriate technical resources. This role works closely with other operators, internal stakeholders, customers, and third-party vendors to provide 24/7 support. Training will be provided for the right candidate.

Customer Communication

Excellent verbal and written communication skills, with the ability to provide clear, professional, and responsive support to customers.

Judgment Under Pressure

Ability to prioritize effectively, exercise sound judgment, and remain composed in time-sensitive situations.

Learning Agility

Eagerness to learn new systems, technologies, processes, and industry concepts, and to apply feedback to improve performance.

Industry Experience

Experience in Land Mobile Radio (LMR), public safety communications, telecommunications, utilities, or a related industry is a plus.

Availability

Standard working hours are 8:00 AM to 5:00 PM, Monday through Friday. However, candidates must be willing to cover additional shifts, including nights, weekends, and holidays, to ensure 24/7 network support, especially in cases where other operators are unavailable.

What we Can Offer You

• Competitive salary with growth potential.
• Health, dental, and vision insurance.

Paid Parental Leave

• 401k with up to 3% match.
• Paid holidays, vacation, and sick days.
• Ongoing technical training.
• Advancement opportunities.
• Safe, clean, and friendly work environment.
• If you are a talented and experienced Network Control Operator who is looking for a challenging and rewarding opportunity, we encourage you to apply.