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

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Quick Summary

Key Responsibilities

The NOC Technician is responsible for real-time monitoring of TEAL’s Network Operations Center systems, ensuring that alarms are acknowledged, investigated,

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WHO WE ARE:
At TEAL, we’re changing the way commercial buildings manage their heating and cooling systems. Through our innovative Mechanical Systems-as-a-Service model, we provide reliable chilled water, hot water, and domestic hot water solutions without the burden of traditional equipment ownership and maintenance.

From system design and installation to ongoing operations and service, we combine engineering, technology, and 24/7 remote monitoring to keep critical building systems running efficiently and reliably.

Our commitment: Zero Downtime. We're a team of people who take ownership, keep improving, and work
to make a difference. Come build something great with us!

WHAT YOU’LL DO:
The NOC Technician is responsible for real-time monitoring of TEAL’s Network Operations Center systems, ensuring that alarms are acknowledged, investigated, and escalated promptly and accurately. Reporting to the NOC Supervisor, this role works alongside in-house staff and international third-party monitoring teams to provide consistent 24/7 coverage across all TEAL-managed sites.

The NOC Technician serves as a primary point of contact for properties requesting service, creates and maintains work orders and preventative maintenance records in Acumatica, and coordinates closely with field technicians to ensure issues are resolved efficiently and to TEAL standards. KEY RESPONSIBLITIES INCLUDE:

Alarm Monitoring & Response

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

Work Order & PM Documentation (Acumatica)

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

Customer Communication & Call Handling

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

Field Technician Coordination

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

Team Collaboration & Shift Handoff

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

Quality & Process Adherence

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

Performance Standards & Additional Duties

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.

WHAT YOU’LL BRING:
Education

High school diploma or GED required.

Experience

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.

Certifications & Licenses

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.

WHAT WE OFFER:

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