Overview

Please note: This position may be filled as a Nocc Technician, Level I, II or III depending on experience, skills, and education.

At C Spire, we are customer inspired. Every C Spire team member is charged with delivering a world class experience to every customer. Every C Spire team member is charged with living the brand. The NOCC is responsible for continuous maintenance and surveillance of the C Spire fiber, wireless, IP, and broadband telecommunications networks.

“Customer Inspired” isn’t our slogan — it’s our driving force, and not everybody is built for it. While we all bring our own strengths and skillsets to the table, there are some traits every C Spire Team Member needs to have:

• A relentless obsession to be the best in our industry
• A winner mentality determined to outsmart and outdo competitors
• A single-minded commitment to unbeatable customer experiences
• An unapologetic passion for innovation and technology
• An uncompromising drive toward continuous improvement
• A steadfast devotion to doing the right thing the right way
• A deep-seated dedication to accountability and ownership

Responsibilities

• LEVEL I
• Manage the ticket queue and ensure that all reported issues are documented and resolved in a timely manner.
• Interface with multiple internal and external teams, to ensure timely and accurate resolution of all reported or identified network and system issues.
• Perform additional duties as assigned.
• LEVEL II
• All the responsibilities of a NOCC Technician I
• Perform network and system troubleshooting to identify the root cause of a network outage quickly and accurately.
• Investigate outage logs and help determine root cause for service interruptions.
• Help prepare outage reports for NOCC Supervisor and/or NOCC Manager.
• LEVEL III
• All the responsibilities of a NOCC Technician I and II
• Serve as Tier II support of network operations teams involving complex level customer outages as well as internal network outages.
• Manage network outages dispatching appropriate technicians to facilitate repair/restoral of the network, escalating issues to vendor support to engineering support as needed, and acting as a liaison between disparate teams to ensure that information is flowing freely between all stakeholders.
• Assist with training, onboarding, and mentoring of junior NOCC Technicians.

Qualifications

• LEVEL I
  • REQUIRED
    • Associates degree in a technical discipline or equivalent related technical experience in a wireless data/communications services capacity required.
    • Must possess a high degree of interpersonal skills.
    • Effective verbal and written communications skills.
    • Experience with Network monitoring.
    • Ability to respond quickly and accurately in high pressure situations.
  • PREFERRED
    • Experience with VOIP products.
    • Understanding of telecommunications technology such as LTE, 5G NSA, 5G SA.
    • Understanding of router/switch from Adtran, Fujitsu, Cisco, Juniper, Nokia or Equivalent.
    • Understanding of Gigabit Passive Optical Networks (G-PON) preferred.
    • CCT (Cisco), CCNA (Cisco), or NSR 1(Nokia) certification.
• LEVEL II
• • • REQUIRED
      • Associates degree in a technical discipline or equivalent related technical experience in a wireless data/communications services capacity required.
      • Minimum 2 years related experience in specific area or equivalent.
      • Experience working in a structured environment that requires change control processes in accordance with company policies, for execution of implementations and change to the network environment.
    • PREFERRED
      • Understanding of telecommunications technology such as LTE, 5G NSA, 5G SA
      • Experience configuring and troubleshooting network devices with a command line (CLI).
      • Understanding of layer 2 technologies.
      • Understanding of Gigabit Passive Optical Networks (G-PON) preferred.
      • CCNA (Cisco), CCNP (Cisco) or NSR 1 (Nokia) NSR 2 (Nokia) etc. certification.

• LEVEL III
  • REQUIRED
    • Associates degree in a technical discipline or equivalent related technical experience in a wireless data/communications services capacity required.
    • Minimum 4 years related experience in specific area or equivalent.
    • Understanding of telecommunications technology such as LTE, 5G NSA, 5G SA or Gigabit Passive Optical Networks (G-PON).
    • Understanding of router/switch from Adtran, Fujitsu, Cisco, Juniper, Nokia or Equivalent.
    • Demonstrated leadership profile to proactively track and escalate issues, engage resources to expedite service/network outages.

• PREFERRED
  • Some work experience in a Network Operations Control Center or as a technician installing testing and maintaining systems in the telephony and/or wireless industry preferred. 
  • Experience with IPv4 or IPv6 network and IP routing.
  • Strong understanding of routing protocols such as OSP, BGP, ISIS
  • Strong understanding of the OSI model
  • Strong understanding of router/switch from Cisco, Juniper, Nokia or Equivalent
  • Strong understanding of Gigabit Passive Optical Networks (G-PON) preferred.
  • CCNA (Cisco), CCNP (Cisco) or NSR 1 (Nokia) NSR 2 (Nokia) etc. certification

PHYSICAL REQUIREMENTS/WORKING CONDITIONS:

Must be able to sit for long periods and use a computer keyboard and/or mouse while viewing a computer screen. Must be willing to work rotating shifts of evenings, nights, weekends, and holidays to accommodate a 24/7/365 schedule of coverage shared by coworkers. Occasional overnight travel to attend training sessions is required.

Note: This is a brief description of the NOCC Technician responsibilities and is not limited to those described herein. Management retains the right to add, delete or modify any of these responsibilities at any time during employment. Rev.05.2024