Network Operations Center (NOC) Operator | RACOM Corporation

Are you inspired by the idea of supporting our nation’s critical infrastructure and securing communications for first responders, utilities, and transportation?

Are you an independent, self-motivated individual contributor also capable of rolling up your sleeves and supporting your teammates when unexpected challenges arise?

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. Technicial experience is not necessary but 'nice-t0-have'; training will be provided for the right candidate.

Key Responsibilities Include: Monitor Systems: Continuously oversee the performance and stability of Land Mobile Radio communication networks using specialized monitoring tools to detect and escalate anomalies promptly. ​

Incident Management: Log and document all incidents, detailing defects and resolutions to maintain an updated knowledge base and facilitate continuous improvement. ​

Customer Support: Serve as the initial contact for clients reporting network issues, providing timely and effective communication to ensure customer satisfaction. ​

Report Generation: Prepare routine reports on incident tracking, outages, and maintenance activities to inform management and clients. ​

Collaboration: Work closely with other operators, internal stakeholders, customers, and third-party vendors to ensure smooth operation of customers’ communication systems.

Troubleshoot Issues: Identify and resolve basic problems following standard operating procedures (SOPs). Collaborate with field technicians and escalate complex issues to higher-level support when necessary. ​

Qualifications: Education and Experience: Candidates with 3-4 years of relevant experience in network monitoring, technical support, dispatch center or a call center environment are preferred.

Soft Skills: Excellent communication abilities, both verbal and written. Strong problem-solving skills, attention to detail, and the capacity to work effectively under pressure. ​

Technical Skills (Nice to have): Familiarity with or willingness to learn the following aspects of Land Mobile Radio communication systems: ​

Radio Equipment Operation: Understanding the functionality and operation of handheld portable radios, mobile radios, base stations, and repeaters. ​

System Infrastructure: Comprehension of the components that constitute Land Mobile Radio systems, including networks that connect base stations, towers, and repeaters. ​

Frequency and Spectrum Management: Knowledge of VHF and UHF frequency bands and their applications in Land Mobile Radio systems. ​

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.