Network Operator

The Network Operator is responsible for the real-time monitoring, initial response, documentation, and escalation of network and system alerts within the Network Operations Center (NOC) and emergency calls from fire department in Japan. This role serves as the first line of operational support, ensuring incidents are identified, logged, communicated, and escalated in accordance with established procedures to maintain system availability and service continuity.

This position follows defined processes and runbooks and does not perform network design, engineering, or configuration changes.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Monitor network, system, and application dashboards for alerts, alarms, and performance issues
• Answer emergency calls from Japan in Japanese log requirement and respond with required information
• Respond to incidents following established NOC procedures and escalation protocols
• Perform first-level troubleshooting using documented runbooks and approved tools
• Create, update, and manage incident tickets with accurate, complete, and timely information
• Escalate unresolved or complex issues to Network Technicians, Engineers, or vendors as appropriate
• Communicate incident status updates to internal teams and stakeholders as required
• Coordinate with cross-functional teams during outages or service interruptions
• Track and document incident timelines, actions taken, and resolutions
• Maintain shift logs and ensure proper handoff between shifts
• Follow all security, compliance, and operational standards at all times

EDUCATION AND/OR EXPERIENCE, KNOWLEDGE, SKILLS, AND ABILITIES:

• High school diploma or equivalent required
• One (1) to three (3) years of experience in a NOC, IT operations, technical support, or monitoring environment
• Basic understanding of networking concepts (e.g., TCP/IP, VPN, WAN/LAN)
• Experience using ticketing systems and monitoring tools
• Ability to follow documented procedures and work effectively in a structured environment
• Strong attention to detail and documentation accuracy
• Ability to work assigned shifts, including nights, weekends, and holidays, as required

PREFERRED QUALIFICATIONS:

• Fluency in Japanese (written and verbal) strongly preferred to support Japanese-speaking operations
• Associate’s degree or relevant technical coursework
• Prior experience in a 24/7 operations or call-center-style technical environment
• Familiarity with network/system incident management frameworks (e.g., ITIL or similar)

WORK ENVIRONMENT:

This position is performed in an office-based Network Operations Center environment in Colorado with continuous monitoring equipment. The role may require shift work, including nights, weekends, and holidays, to support 24/7 operations.

ADDITIONAL COLORADO DISCLOSURE:

In accordance with the Colorado Equal Pay for Equal Work Act, JCI US discloses the compensation range and a general description of benefits applicable to this position. Compensation decisions are based on job-related factors including experience, skills, and business needs.

PAY: $22.00 – $28.00 per hour, depending on experience, skills, and qualifications.

This position is eligible for overtime in accordance with applicable wage and hour laws.

BENEFITS:

JCI US offers employees and their families a comprehensive benefits package designed to support overall wellness. Some offerings may vary based on role, work schedule, or location and include:

• Healthcare (medical, prescription drug, dental, and vision coverage)
• 401(k) retirement plan
• Paid vacation and sick time

Certain benefits may vary based on role, work schedule, or employment classification.