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NOC Operations Admin (Hybrid in Holland, OH)

VelocitymscOperations & Admin
Hiring from
United States
Work type
Hybrid
Posted
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General Summary
Velocity is a fast-paced company with an open-door environment seeking an Operations Administrator to join our team. This role supports a 24/7/365 Network Operations Center by providing oversight, analysis, and quality review of day-to-day operational activity.
The primary responsibility of the Operations Administrator is to review active tickets and ensure the appropriate path is being taken toward resolution. This role also reviews historical ticket data to identify trends and measure how the department is performing against company and customer expectations.
The Operations Administrator completes quality reviews of quality reports, providing management with clear insight into the performance of the Supervision team and floor management. This role works closely with Operations leadership, Supervisors, and Technicians to support continuous improvement across the department.
This is a full-time hybrid opportunity at our Holland, OH location. The ideal candidate must be able to work the following schedule: Monday-Friday 7:30am-4:00pm EST.
Primary Duties and Responsibilities
  • Review active tickets to ensure the appropriate path is being taken for timely and accurate resolution
  • Identify tickets that are stalled, misrouted, or at risk of missing service expectations and bring them to the attention of the appropriate team
  • Review past tickets to support trend analysis of recurring issues, resolution times, and overall department performance
  • Assist in measuring how the department is progressing toward meeting company and customer expectations
  • Complete quality reviews of quality reports to ensure accuracy, consistency, and adherence to established standards
  • Provide management with clear findings and summaries that support understanding of the Supervision team and floor management
  • Identify gaps in process, documentation, or ticket handling and recommend opportunities for improvement
  • Maintain accurate records of reviews, findings, and follow-up actions
  • Collaborate with Supervisors, Technicians, and Operations leadership to support consistent service delivery
  • Perform other tasks as needed for the role to be successful
Skills and Abilities
  • Strong attention to detail with the ability to review work for accuracy and consistency
  • Analytical mindset with the ability to identify trends and patterns in ticket and performance data
  • Clear and professional written and verbal communication skills, including summarizing findings for management
  • Working knowledge of ticketing systems, Microsoft Excel, reporting and dashboard tools, and Microsoft 365
  • Basic understanding of NOC operations, ticket workflows, and escalation processes
  • Ability to manage multiple priorities in a fast-paced environment
  • Ability to work both independently and collaboratively within a team
  • Sound judgment and discretion when reviewing team performance information
Qualifications, Education and Experience
  • High School Diploma required
  • Associate or bachelor's degree in business, IT, or a related field preferred
  • 1+ year of experience in operations, NOC, IT support, quality assurance, or a related role
  • Experience with ticket review, reporting, or data analysis is a plus
  • Candidates must be legally authorized to work in the United States without current or future employer sponsorship. Velocity does not sponsor employment-based visas or provide sponsorship for this position
Why you'll love working at Velocity
We are an energetic bunch — eager to succeed and have lots of company pride. We promote a collaborative work environment that prioritizes strengthening relationships with our customers and team members to achieve our goals.
As a growing technology solutions and services company, every team member at Velocity has the opportunity to make an impact as we challenge ourselves to provide the best technology and customer experiences in the business. We’re excited about what we do, why we do it, and who we do it for.
Diversity and Inclusion
Velocity is committed to diversity and inclusion and is dedicated to fostering a work environment where all team members are comfortable bringing their authentic selves to work and have equal opportunities to thrive. Our team members work collaboratively and draw inspiration from various perspectives and experiences that make each of us unique. This strengthens our connections with our team members, customers, and communities.
Our Values – Collaborative and Strong at the Core
  • Customer-obsessed
  • One team
  • Do the right thing
  • Let’s go!
Our Benefits
  • Medical, Dental, Vision
  • PTO & Paid Holidays
  • Paid Sick Time
  • 401K – with Employer Match
  • Paid Parental Leave
  • Company provided Life Insurance, Short/Long-Term Disability
  • Supplemental Benefits Available
About Velocity MSC
Velocity started in 2005. Velocity's customer-obsessed approach, combined with its customized voice and data network solutions, and support services, enhances how multi-location enterprises communicate and do business. That’s why Velocity serves thousands of Fortune 500 companies across various industries. With over 500 employees, 13 redundant data centers, 450 carrier agreements, and 5,500 certified technicians throughout the U.S.— Velocity is an unstoppable force. To learn more, please visit https://velocitymsc.com/careers/.
Velocity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Velocity is an active participant with E-Verify.

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