Network Operations Center (NOC) Technician (Houston; Missouri City, TX; NEW Teal office - Eado East River Houston)

• Monitor real-time system alarms across all TEAL-managed sites during assigned shifts
• Acknowledge alarms promptly and within TEAL response-time standards
• Investigate alarms to determine the cause and severity of each issue
• Escalate critical issues to field technicians and the NOC Supervisor in a timely manner
• Follow established alarm handling procedures consistently on every shift

• Create accurate and timely service work orders in Acumatica
• Document preventative maintenance (PM) records completely and accurately
• Categorize work orders correctly and include all required details
• Update work orders as issues progress through resolution

• Answer inbound calls from properties requesting service or assistance
• Communicate professionally, clearly, and accurately with customers
• Gather the information needed to triage and dispatch service requests
• Follow up on open issues so customers are kept informed through resolution

• Communicate alarm details and service needs to field technicians
• Track dispatched issues through completion
• Relay updates between field personnel, customers, and the NOC team
• Support field technicians remotely with system data and site information

• Work collaboratively with in-house staff and international third-party NOC teams
• Provide clear shift handoffs, including open alarms, active work orders, and pending callbacks
• Follow TEAL procedures, expectations, and quality standards across all time zones
• Share knowledge and help onboard new team members

• Maintain accurate alarm records and communication logs
• Follow standardized NOC procedures and workflows
• Report recurring issues, trends, or gaps to the NOC Supervisor
• Participate in training and suggest process improvements

• Meet TEAL performance expectations for alarm response time, work order accuracy and completeness, call handling quality, attendance and shift coverage, and completion of required training on TEAL systems and procedures
• Travel to out-of-town jobs, when required
• Travel for training and company events
• Wear appropriate work clothes and remain presentable to clients
• Maintain a company phone and computer
• Be available to be on call as a member of the primary group
• The NOC Technician is expected to be detail-oriented, well-organized, an excellent written and verbal communicator, and, most importantly, a team player
• Other duties as assigned.

• High school diploma or GED required.

• Minimum of 2 years of experience in the boiler service field or a monitoring/NOC environment required.
• Proficiency with Microsoft software such as Word and Outlook; experience with Acumatica or a similar work order system is a plus.
• Boiler combustion analysis is a plus.
• Major boiler repair involving heat exchangers, pumps, etc., is a plus.
• Plumbing and distribution piping experience is a plus.

• Valid driver’s license with acceptable driving record.
• Boiler operator license is a plus.
• Factory Raypak training is a plus.
• Plumbing license is a plus.

• Competitive Compensation
• PTO Accrual of 120 hours / 3 weeks after 90 days of employment
• Holistic health coverage (medical concierge, dental, vision, life insurance, company-paid short/long-term disability, AD&D)
• Flexible Savings Accounts
• 401(k) plan including generous company match
• 10 Paid Holidays and Birthdays off
• Company-paid memberships to professional organizations
• Casual dress code
• $500 cash for first-time home buyers!
• Teambuilding – have fun with the team at sporting events, lunches, and other group festivities
• Excellent growth and advancement opportunities

This is a non-management position
This is a full time position