What are the responsibilities and job description for the NOC Technician (Overnight Shift) position at DQE Communications?
Job Title: Network Operations Center Technician (Overnight Shift)
Based in Pittsburgh, Pennsylvania, DQE Communications delivers fast, reliable fiber-optic Internet and data network services to businesses and carriers across Pennsylvania, West Virginia, and Maryland. Since our start in 1997 as a small dark fiber provider in the Pittsburgh area, we’ve grown into one of the region’s leading network service providers. Our fiber footprint and product offerings continue to expand, but our focus remains the same, providing secure, dependable connectivity and building lasting relationships with our customers.
At DQE, our culture is built around three core values: Service, Trust, and Urgency. We take pride in providing reliable service to our customers, earning trust through integrity and accountability, and acting with urgency to deliver results that make an impact. When you work with DQE, you get more than a provider, you get a team that cares about your business and works hard to find the best solution for you.
Job Summary
NOC technicians provide Tier 1-2 Technical Support to DQE Customers both internal and external. NOC technicians are responsible for collecting pertinent information for any event presented for their diagnostic review. Network Operations Center Technicians are responsible for providing customers with periodic updates concerning network events and general inquiries while acting as a liaison between DQE team members and contractors with our customers.
NOC Technicians are expected to be professionals who have strong interpersonal skills, able to multitask, and handle a variety of tasks assigned by their supervisor. They must work effectively in a team environment while able to complete tasks independently when requested.
This position is for our overnight shift (8pm - 8am). The shifts are cyclical in nature, working 3 days on followed by 3 days off. Onboarding and training is conducted during the daylight hours Monday - Friday. Shifts are performed onsite and will occur over holidays and weekends. This is a 100% onsite position, candidates must be local to the Pittsburgh area.
Key Job Responsibilities:
Based in Pittsburgh, Pennsylvania, DQE Communications delivers fast, reliable fiber-optic Internet and data network services to businesses and carriers across Pennsylvania, West Virginia, and Maryland. Since our start in 1997 as a small dark fiber provider in the Pittsburgh area, we’ve grown into one of the region’s leading network service providers. Our fiber footprint and product offerings continue to expand, but our focus remains the same, providing secure, dependable connectivity and building lasting relationships with our customers.
At DQE, our culture is built around three core values: Service, Trust, and Urgency. We take pride in providing reliable service to our customers, earning trust through integrity and accountability, and acting with urgency to deliver results that make an impact. When you work with DQE, you get more than a provider, you get a team that cares about your business and works hard to find the best solution for you.
Job Summary
NOC technicians provide Tier 1-2 Technical Support to DQE Customers both internal and external. NOC technicians are responsible for collecting pertinent information for any event presented for their diagnostic review. Network Operations Center Technicians are responsible for providing customers with periodic updates concerning network events and general inquiries while acting as a liaison between DQE team members and contractors with our customers.
NOC Technicians are expected to be professionals who have strong interpersonal skills, able to multitask, and handle a variety of tasks assigned by their supervisor. They must work effectively in a team environment while able to complete tasks independently when requested.
This position is for our overnight shift (8pm - 8am). The shifts are cyclical in nature, working 3 days on followed by 3 days off. Onboarding and training is conducted during the daylight hours Monday - Friday. Shifts are performed onsite and will occur over holidays and weekends. This is a 100% onsite position, candidates must be local to the Pittsburgh area.
Key Job Responsibilities:
- Tier 12 Support for all customer communications into the DQE Network Operations Center
- Proactive network monitoring and troubleshooting of the DQE Communications Customer Network.
- Manage Network Operations Center tasks including; trouble ticket queues, inbound and outbound calls, email support inboxes, and any additional work required by network events.
- Must have the ability to independently analyze, communicate and resolve problems with the ability to work with little to no supervision
- Must have excellent verbal, written, interpersonal communication skills and the ability to interact with all levels of personnel
- Must have expertise with basic computer hardware, PC desktop operating systems and applications
- Must have analytical, problem solving skills and be able to show initiative and sound judgment
- Develop and maintain technical documentation for hardware and software configuration management and tracking.
- Linux/Mac experience a plus
- A bachelor's degree is preferred.
- Certifications from a technical trade school are encouraged.
- Candidates with prior experience in technical support roles are preferred
- Healthcare
- Dental / Vision
- 401k
- Life Insurance
- Paid Time Off
- Holidays
- Shift Differential and Holiday Pay