Assistant NOC Manager

Reports To: NOC Manager Classification: Exempt
Department: Tech Support Position Type: Full-Time
At SmartChoice, we’re reshaping the way businesses communicate, connecting them with innovative solutions through our SMART Network. As a trusted Voice Carrier, Internet Service Provider, Microsoft Teams Partner, and Service Expert, we help companies nationwide achieve new levels of performance with our tailored and cutting-edge technology. We're passionate about delivering exceptional white-glove service, and our team is key to keeping businesses moving forward.
 

Why Join Us?
At SmartChoice, we believe that greatness is achieved through collaboration, creativity, and a relentless commitment to white glove service and customer success. We don’t just sell products—we build partnerships and create lasting impacts for businesses across the country. As a leading provider of advanced voice, internet, and communications solutions, we empower our clients with the tools they need to thrive in today’s fast-paced, tech-driven world.
At SmartChoice, we believe our people are the heart of what we do, and we pride ourselves on fostering a dynamic and inclusive work environment where everyone’s voice is heard. Our culture thrives on creativity, collaboration, and celebrating successes—big and small.
As part of our team, you'll be joining a company that values innovation, teamwork, community engagement, and professional growth. Whether it's through professional development, team-building events, or mentorship opportunities, we ensure that our employees feel supported and empowered to achieve their goals. If you're driven, passionate, and ready to make an impact, we want you to be part of our journey.
 

Position Overview:
The NOC Assistant Manager at SmartChoice is crucial for optimizing the operations of the Network Operations Center (NOC). This position oversees NOC engineers, ensures efficient monitoring systems, and leads initiatives to improve service delivery and network performance. The role emphasizes leadership, mentorship, and continuous improvement in operational effectiveness.
Supervisory Responsibilities: None
Key Responsibilities:

• Design, implement, and refine operational processes within the NOC to enhance efficiency and effectiveness.
• Develop and maintain Standard Operating Procedures (SOPs) for network monitoring, incident response, and ticketing management.
• Supervise, mentor, and train NOC staff to maintain high technical standards and procedural compliance.
• Conduct performance evaluations and provide ongoing development opportunities to enhance team capabilities and knowledge.
• Act as the primary point of contact for regional coordination involving customer onboarding, installation, and operational concerns.
• Serve as an escalation point for customer interactions and play a key role in customer onboarding and relationship development.
• Manage projects related to the setup, upgrading, and optimizing core operational platforms and NOC processes.
• Oversee the day-to-day operations of the NOC, ensuring adherence to customer Service Level Agreements and SmartChoice White Glove Service.
• Monitor P1 tickets and other SLAs and coordinate timely triage, response, and resolution to minimize downtime, SLA compliance and ensure network integrity.
• Maintain and update databases, ticketing systems, and processes to ensure accuracy and efficiency.
• Provide administrative support and assist with billing as required, following directives from the NOC Manager.
• Conduct trend analysis on tickets handled and incidents to identify patterns and opportunities for process improvements.
• Prepare and present Monthly Reports on NOC performance and track performance and goal statuses to ensure alignment with objectives.

Required Skills & Experience:

• Minimum of 2 years in systems/network monitoring, process development, or a related role.
• Relevant certifications (e.g., A+, Security+, Network+, Server+) or equivalent professional experience.
• Proficient in Windows, Microsoft Office, Visio, and VMware platforms.
• Strong problem-solving skills, with the ability to mentor and support engineers effectively.
• Demonstrated accuracy and thoroughness in all operational tasks and documentation.
• Excellent verbal and written communication skills, with the ability to collaborate effectively with SmartChoice Leadership and NOC staff.

Perks:
 

• Competitive salary with performance-based incentives
• Comprehensive health benefits (medical, dental, vision, life insurance)
• Generous paid time off
• Employer-matched 401(k)
• Monthly cell phone stipend
• Employee Assistance Program
• Generous PTO

What We Offer:
 

• Culture of Innovation: You’ll be part of a forward-thinking team that’s driving the future of business communications.
• Growth Opportunities: As SmartChoice continues to expand, so do the opportunities for our team members to take on new challenges.
• Fun & Collaborative Environment: We’re serious about our work, but we also know how to have a good time. From team-building events to spontaneous brainstorming sessions, SmartChoice is a place where your voice will be heard, and your efforts will be recognized.

At SmartChoice, we embrace a work culture that champions teamwork, creativity, and fun while striving for excellence in everything we do. We believe that when passionate individuals come together, great things happen. If you’re looking to contribute to a growing company that is shaping the future of business communication, we want you on our team. Apply now and start making your mark at SmartChoice!
SmartChoice provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Discrimination of any type is not tolerated.