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Tier 1 NOC Technician

Who We Are

We are a fast-growing and forward-thinking company that owns, manages and operates extensive fibre-optic networks, and has been offering the ultimate in connectivity since 2014. Focused on expanding coverage in regions of central and western Canada, we’re bringing more choice and better service to businesses and the people who live there.

Everyone at FlexNetworks is committed to customer loyalty and to earn and retain our customer’s trust by delivering exceptional service and exceeding expectations. We are a communicative and collaborative team who work together towards our shared goals. FlexNetworks puts People First. We do this by fostering an inclusive, supportive environment where everyone feels valued and empowered to thrive!

The Tier 1 Network Operations Centre (NOC) Technician is responsible for the aggregation of trouble tickets across the disparate ticketing systems and outsourced, third-party NOC entities that are engaged for FlexNetworks’ Business, Residential, and MDU lines of business. This role provides daily operational oversight to perform trouble ticket triage and resolution, ticket escalation, timely customer and internal communications, while ensuring strict adherence to SLA objectives.

Key Responsibilities

NOC Governance & Quality Oversight

• Perform triage between Network, Field Operations, and Customer Experience.
• Conduct reviews of all tickets handled to verify runbook compliance, SLA adherence, escalation completion, and communication quality.
• Monitor open tickets throughout the day for overdue updates, escalation needs, and documentation of next steps.
• Define and communicate areas where the NOCs can improve upon on ticket quality, classification accuracy, and communication standards.
• Ensure ticket queues maintain clarity, accuracy, and completeness of customer and technical information.

Ticket Ownership & Assignment Integrity

• Review and ensure assignment of all unassigned or misrouted tickets across all customer segments (Business, Residential, MDU).
• Validate that each ticket has a clear owner, correct severity category, and documented next action.
• Coordinate with the and Call Centre to ensure they have the information, context, and guidance needed to independently assess whether an issue is network-related or requires field operations.
• Oversee ticket flow for all customer segments, ensuring proper escalation and handling without unnecessary handoffs.

SLA, Escalation & Communication Discipline

• Monitor SLA objectives for updates and restoration across Business and Residential services, including MDU.
• Intervene when SLA breaches or communication gaps occur, ensuring to escalate issues appropriately.
• Adhere to escalation time scales as set out within the FlexNetworks Customer Support and Escalation Policy
• Ensure customers receive timely, accurate updates directly from NOC without requiring Field Ops or Network teams to manage communication loops.
• Escalate unresolved SLA or coordination issues
• Review, draft, and improve Customer-Facing communication standards to ensure they reflect operational realities and customer expectations.

Service Assurance & Incident Management

• Lead post-incident reviews and create clear, customer-ready RFO (Reason for Outage) documents.
• Analyze trends in service incidents; identify process or network improvements and escalate recommendations to appropriate teams.
• Maintain documentation, runbooks, and service assurance processes to ensure alignment across NOC, Call Centre, Network, and Field Operations teams.

Cross-Functional Collaboration

• Work closely with Network, Field Operations, Customer Experience, and external NOC partners to ensure clarity of roles and escalation pathways.
• Serve as the operational point of contact for ticket-quality questions and process improvements.
• Ensure internal process alignment, perform runbook updates, and Network/Field Ops coordination.
• Streamline workflows to improve reliability and customer satisfaction outcomes.

Key Traits, Qualifications & Experience

• Fundamental knowledge of networking; CCNA or similar certification is an asset.
• Experience in NOC or ISP Call-Centre or support roles.
• Highly organized with the ability to manage ticket flows and ensure process adherence.
• Strong analytical skills with the ability to identify patterns, gaps, and improvement opportunities.
• Ability to work across organizational boundaries and influence teams without direct reporting authority.

Work Conditions

• Monday–Friday, 8:30 AM – 5:00 PM, with the expectation of morning ticket reviews covering overnight activity and daytime oversight of escalations.
• Not part of a regular 24/7 technical on-call rotation. After-hours ticket management is handled by NOC and Call Centre teams operating to established runbooks; this role audits compliance upon return.
• Expected to monitor critical issues during business hours and intervene as needed.

Escalation Authority

This role has explicit authority to escalate unresolved issues, SLA breaches, or cross-functional coordination failures directly to:

• Chief Technology Officer (CTO) and/or Chief Operations Officer (COO) – for Network and Field Operations accountability

Network and Field Operations teams are expected to treat escalations from this role with the same urgency as direct leadership requests.

General Information

Reports to: the Tier 1 NOC Technician is a newly created position to support the continued growth needs of FlexNetworks and reports to the Chief Technology Officer (CTO).

This employment falls under federal jurisdiction and the Canada Labour Code.

Base Salary Range: $65,000 to $75,000 per year

Full-Time Employees working over 32 hours per week may be eligible to take part in our Medical, Dental and Vision Plan and in our RRSP Plan with Company Match.

How To Apply

If this sounds like the right opportunity for you, we’d love to hear from you. Please upload your resume and cover letter that explains why this role aligns with your goals through Indeed or the FlexNetworks Career Portal, on our website.

Equity, Diversity & Inclusion (EDI)

FlexNetworks is an equal opportunity employer, committed to equity, diversity and inclusion in the workplace. If you have any special needs requirements, please let us know. We will do our utmost to accommodate your needs, following applicable local legislation.

Pay: $65,000.00-$75,000.00 per year

Benefits:

• Disability insurance
• Life insurance
• RRSP match
• Vision care

Work Location: In person