Lead NOC Analyst

***must sit in Cornelius, NC!!!***Lead TAC/NOC AnalystLocation: Cornelius, NC - onsiteSalary: $60,000-$72,000About the RoleWe’re seeking a Technical Network Analyst to join a growing telecom support team. This role operates in a Technical Assistance Center (TAC)/NOC-style environment, supporting enterprise customers by managing and resolving telecom and network-related issues.This is a highly visible, client-facing role focused on delivering a white-glove support experience—owning issues from start to finish so customers don’t have to.While this is not officially a lead role, there is strong opportunity for growth into team leadership, including mentorship and supervisory responsibilities.What You’ll DoAct as the primary point of contact for customer telecom and network issuesTroubleshoot and support services such as:Internet circuits (e.g., broadband, fiber, DSL)VoIP systemsTraditional telecom (POTS) and related infrastructureOpen, manage, and escalate tickets with telecom carriersOwn issues end-to-end, ensuring timely resolution and clear communicationCoordinate with carriers, vendors, and field technicians to resolve incidentsSource and manage third-party (“smart hands”) technicians when neededProvide proactive updates and maintain strong customer relationshipsCollaborate with internal team members and step in to guide or support peers when neededWhat We’re Looking ForCore Experience3–5+ years in a NOC, TAC, or similar technical support environmentExperience troubleshooting network and telecom-related issuesBackground working in a client-facing role, ideally within an MSP or multi-client environmentTechnical Skills (in order of priority)Strong understanding of networking fundamentals (connectivity, circuits, outages)Working knowledge of VoIP systems (administration/support level)Exposure to paging/intercom systems is a plusFamiliarity with traditional telecom (POTS) is a plusNote: This role is not focused on desktop support.Preferred (Not Required)Certifications such as Network+ or CCNA (or in progress)Experience mentoring others or acting as a subject matter expertExposure to vendor coordination or dispatching field techniciansWhat Makes You a Great FitStrong ownership mindset—you take responsibility and follow issues through to resolutionExcellent communication skills, especially in customer-facing situationsAbility to manage multiple stakeholders (customers, carriers, vendors)A team-oriented approach with a willingness to support and guide othersPositive, professional attitude with a focus on delivering a great customer experienceGrowth OpportunityThis role offers the opportunity to grow into a supervisory position, with potential responsibility for:Mentoring team membersSupporting performance managementContributing to team leadership and process improvementsWhy Join UsHigh-impact, customer-facing role with real ownershipCollaborative team environmentOpportunity to grow into leadershipExposure to a wide range of telecom technologies and real-world problem solving