What are the responsibilities and job description for the NOC Monitor & Surveillance Specialist I position at Hawaiian Telcom?
Job Purpose
The eNOC Monitoring - Surveillance Specialist is responsible for the overall monitoring and surveillance of the HT network. Responsibilities include providing tier 1 support to engineering, field operations, central office operations, customer operations, and switching functions through remote monitoring and surveillance. Tier 1 support functions include switching, transport operations, network surveillance, central office equipment installation, Next Generation services (Video, VoIP, and MPLS based Services), and network monitoring. This job includes network provisioning, remote maintenance, database management as well as administration and management of associated Network Management systems required to respond to internal and external alarmed event.
The Specialist will be required to work in a team environment to support new technology deployments, the Network Operations Center (NOC), Sales/Marketing initiatives, and Field Technicians/Contact Centers to increase revenues, customer service levels, and customer satisfaction indices.
Essential Functions
Two years of College or Technical School resulting in an Associate's Degree or equivalent
Experience
1 to 3 years in related field
Supervisory Responsibility
The eNOC Monitoring - Surveillance Specialist is responsible for the overall monitoring and surveillance of the HT network. Responsibilities include providing tier 1 support to engineering, field operations, central office operations, customer operations, and switching functions through remote monitoring and surveillance. Tier 1 support functions include switching, transport operations, network surveillance, central office equipment installation, Next Generation services (Video, VoIP, and MPLS based Services), and network monitoring. This job includes network provisioning, remote maintenance, database management as well as administration and management of associated Network Management systems required to respond to internal and external alarmed event.
The Specialist will be required to work in a team environment to support new technology deployments, the Network Operations Center (NOC), Sales/Marketing initiatives, and Field Technicians/Contact Centers to increase revenues, customer service levels, and customer satisfaction indices.
Essential Functions
- Responsible to provide Network Monitoring and Surveillance Tier 1 Support in the NOC
- Respond to phone calls - especially trouble calls. Analyze and respond to network outages, network alarm events, and engage remotely to reduce/restore service impact and perform proactive network analysis to improve Network Reliability. Create/update/complete trouble tickets; update and follow up on outstanding tickets and perform escalation to Lead Specialists for additional assistance. Network Outage management: Coordination of outage bridges, resources, restoration efforts, and escalations to NOC Lead Specialists, Technical and Vendor Support. Document and track events
- Improve Network Operations awareness and implement corrective actions
- Implement proactive measures to prevent/minimize repeat occurrences, and follow-through on recommendations through preventive maintenance techniques/routines as directed by Lead Specialists and Technical Support. Implement department directives as declared by project teams that drive network transformation and improve the business. Provide Network Operations Center trouble history and performance reports
- Network Management Tier 1 Support and administrative growth
- Provide 24x7 on-call support for network outages, significant environmental events, and NOC relief support. Create/review documentation including network diagrams, work instructions, and process. enhancements for support, provisioning - alarming of network elements and supported services. Conduct and attend train the trainer sessions for supported network elements and products
Two years of College or Technical School resulting in an Associate's Degree or equivalent
Experience
1 to 3 years in related field
Supervisory Responsibility
- No Supervisory Responsibility
Salary : $60,000 - $84,000