NOC Lead

Job Title: NOC Lead
Location: Los Angeles, CA or Chicago, IL
Reports to: NOC Supervisor

About Us  
Zentro is one of the largest independent internet service providers focused exclusively on multi-dwelling units (MDUs) in the United States. Following our recent merger with BAI Connect, Zentro now serves over 100,000 subscribers across key markets including Chicago, Los Angeles, and Detroit.
We specialize in delivering bulk internet and managed Wi-Fi solutions purpose-built for apartment communities, high-rises, and mixed-use developments. Our fully owned network infrastructure, resident-first support model, and tailored technology stack enable us to offer a refreshingly different alternative to legacy providers - one rooted in simplicity, reliability, and satisfaction.

Role Overview
The NOC Lead is a support position within a 24/7/365 Contact Center. The primary function of this role is to provide day-to-day support for the NOC Department. The Team Lead helps ensure all tasks assigned to team members are completed in a timely, accurate, customer-focused manner, thus ensuring a high level of customer satisfaction with Support Services.

This role involves direct communication with customers as well as various colleagues and departments to provide status of open issues as well as active collaboration across teams to achieve resolution. This individual will be expected to cultivate a thorough understanding of all facets of customer support and responsibilities while working alongside supervisors and managers to uphold/enforce departmental policies and procedures.

Primary Duties and Responsibities
- Demonstrate an obsession for and visibly pursue excellent customer service
- Ensure timely communication and resolution for customer issues
- Ensure SLAs are met and all process steps are being followed
- Leverage regular reports and dashboards to ensure team members maintain or exceed established individual Key Performance Indicators (KPI's)
- Monitor team members daily work to ensure jobs are completely timely and accurately
- Serve as an escalation point for team members when a customer requests or requires
- Partner with supervisors and managers to enforce policies and procedures while contributing to continuous improvement of the same
- Performing additional tasks as assigned
- Process sales orders for inventory procurement as needed
- Reach out to escalated customers on specific situations
- Take ownership of interdepartmental practices and procedures
- Compile reporting down to property level to network wide utilizing all resources

Skills, Knowledge and Abilities:

- Ability to multitask in a dynamic environment
- Demonstrate high level of personal accountability as well as ensuring team members are demonstrating the same
- Navigate stressful situations well while remaining cool- headed
- Able to develop, communicate, and enforce processes and service level expectations
- Demonstrate knowledge of and ability to enforce company policies and procedures
- Demonstrate discretion and independent judgment
- Consistently present a professional image of the organization to customers, visitors, and coworkers
- Must possess strong verbal and written communication skills
- Constant On Call responsibilities
- Going the extra mile to see full resolution
- Consistently demonstrate business presence

Qualifications:

- Degree in Computer Science or related field is a plus but not required
- 2+ years of experience in Telecommunications is required
- Understanding of networking concepts such as Wi-Fi, TCP/IP, DHCP, DNS, HTTP, ICMP, IPV4/6, OSPF
- Ability to perform operations utilizing command prompt and/or Secure Socket Shell
- Desired (Not Required) Certifications: Network+, CCNA, CWNA, Security+, A+
- We work with the following vendors/platforms, and experience in these systems is a plus: Cisco, Juniper, Brocade, Mikrotik, Ruckus, Siklu, Aviat
- Analytical, inquisitive mindset and the ability to learn quickly and adapt
- Proficient time management skills and ability to work independently and with a team
- Strong communication, written, and documentation skills
- Schedule flexibility is fundamental as this group operates 24/7/365
- Self-motivated and able to work independently with minimal supervision; availability nights/weekends as needed
- Able to multitask, prioritize responsibilities, and meet tight deadlines in a fast-paced environment

Compensation

- $31-$33/hour, based on skill-level and experience
- Health and Dental benefits; paid vacation, sick leave, and holidays
- Hybrid schedule when necessary
Zentro is an Equal Opportunity Employer; employment with Zentro is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, marital status, mental or physical disability or any other legally protected status.