NOC Technician

Summary:

* Position is responsible for network support calls and monitoring the Company's network. Ensure reliable customer services and help to maintain department readiness for response to outages. Monitor overall system health and respond, troubleshoot and escalate troubles as needed.



Duties & Responsibilities:

* Fully comply with all of the Client and Network Operations Center department policies and guidelines including but not limited to the Value System and NOC Core Values.

* Receive inbound customer requests via phone ACD and resolve with efficiency, customer satisfaction and adherence to department policies.

* Monitor alarm aggregation systems, operational dashboards, alarm logs, and alarm emails. Respond to any alarms presented, troubleshoot and gather information. Escalate issues as necessary.

* Monitor systems for compliance with backup and Disaster Recovery policies.

* Gather and curate relevant information from other departments with the goal of streamlining outage resolution.

* Perform regular system maintenance to network elements and systems at the direction of leadership and Network Engineering.

* Maintain detailed records of network health and operations.

* Assist in the creation and maintenance of department documentation and SOPs.

* Assist in coordination of network upgrades and maintenance.

* Analyze all new network systems and equipment for operational impact.

* Provision ONT for activation of voice, video and data services to residential and commercial customers as a backup to Provisioning.

* Assist field technicians with on-premise setup and troubleshooting

* Complete service disconnections and reconnections as a backup to Provisioning.

* Perform server maintenance including system patches and reboots per department policies.

Must Haves

* A BA in Computer Science or equivalent years of experience in the field

* 5+ years of experience working in a provider network operations environment

* Exp with Fiber Infrastructure & Fiber to Home/Business work

* Worked with equipment from any of the following vendors: Calix, Adtran, Nokia, Ciena, Juniper

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.