**This position is remote, but will require travel to customer sites in and around the Cincinnati tri-state area**

Who We Are

Behind every one of our solutions is our greatest asset, our people. At Powernet, we’re driven by our shared goals, innovative spirit, and dedication to excellence. Our collaborative culture empowers each team member to make an impact, both in their work and in the community. We offer a welcoming, growth-oriented environment where personal and professional success align to deliver real business results.

Who You Are

• A Seasoned NOC Operations Lead: You thrive on managing day-to-day Network Operations Center functions, driving active monitoring, maintaining SLA compliance, and boosting team productivity.
• A Technical Problem Solver: You bring deep, high-level network administration expertise to troubleshoot complex issues, drive swift incident resolution, and keep critical infrastructure running seamlessly.
• A Mentor & Team Escalation Point: You serve as a trusted guide and primary contact for junior and mid-level technicians, helping them grow while ensuring the team hits its goals.
• A Process Optimizer: You actively look for ways to refine workflows, streamline incident response, and improve overall NOC efficiency.

Perks You'll Enjoy

• 5 weeks PTO
• Remote work
• Anniversary gift plan
• Employee referral program
• Health, vision, dental, and life insurance available
• HSA Account
• 401k matching

NOC Operations & Team Guidance

• Team Supervision & Oversight: Serve as the daily shift lead for NOC technicians; monitor real-time queue volumes, manage shift handovers, and ensure fair distribution of incoming calls and tickets.
• Performance & SLA Management: Track team performance metrics (First Response Time, Mean Time to Resolve, SLA breach rates) and take proactive steps to meet team targets.
• Escalation Point: Act as the primary internal escalation point for complex technical issues or difficult customer complaints before escalating to Engineering or Management.
• Mentorship & Onboarding: Coach, mentor, and develop junior technicians while collaborating directly with the Engineering Manager and leadership to provide continuous technical feedback and assist with onboarding new NOC hires.
• Process & Playbook Improvement: Identify recurring issues, develop Standard Operating Procedures (SOPs), and build technical knowledge base articles to streamline troubleshooting across the team.
• Incident Management: Lead priority incident calls (Sev 1/Major Outages), keeping stakeholders updated and facilitating post-incident root-cause analyses (RCAs).

Essential Duties and Responsibilities

• Support and promote the mission, vision, values, and principles of Powernet
• Provide assistance in resolving Network technology support issues
• Review incident tickets and respond to end-users appropriately; resolve open tickets in a timely and professional manner, ensuring a positive client experience
• Troubleshoot/maintain firewalls switches and wireless systems
• Support technology implementations/upgrades
• Troubleshoot, research, resolve and document technical problems and incidents
• Anticipate and resolve problem situations. Assist in monitoring corporate technology and maintaining service level agreements
• Assess available hardware/software in anticipation of current and future needs throughout all departments and facilities
• Stay current on applicable technologies and bring that knowledge to team members
• Ability to manage multiple activities and tasks simultaneously
• Answering help desk phones and documenting issues
• Monitoring, researching and resolving to alert messages
• Assist Engineering teams with projects and implementations
• Ability to periodically assist on installations and deployments
• Ability to work independently with little to no need for escalation
• Ability to train lower-level techs
• Ability to take lead on customer support
• Other duties as assigned

Education, Experience and Skill Requirements

• High School Degree or equivalent, Associates Degree preferred.
• 5+ years of relevant experience
• NSE4 Certifications required
• Expert in troubleshooting/maintaining network environments
• Outstanding customer service
• Troubleshooting wifi connection issues
• Creating Vlans, LAGs, and switch stacks
• Creating and securing firewall policies
• Experience debugging of firewall traffic
• Experience reading wireshark data
• Troubleshooting static and dynamic routing
• Knowledge of cabling and wiring
• Building and troubleshooting IPSec vpn tunnels
• Experience with Firewall and switch CLI and concepts
• Fortinet, Ruckus experience is highly preferred.
• Must possess a valid drivers license

Operational & Team Skills

• 1–2+ years of senior operational or supervisory experience (e.g., Senior Tech, Lead, Shift Supervisor) in a NOC or IT Managed Services (MSP) environment.
• Strong decision-making skills during high-pressure network incidents or major outages.
• Excellent verbal and written communication skills with the ability to translate complex technical issues for executive leaders and non-technical clients.
• Familiarity with ticketing/ITSM tools (e.g., Halo, ServiceNow, Jira) and network monitoring platforms (e.g., SolarWinds, Auvik, LogicMonitor).