Network Operations Center Technician

BASIC JOB SUMMARY:

The Network Operations Center (NOC) is the first point of contact answering support calls, responding to network alerts, and generating tickets based on the caller’s need or alert received. As the first point of contact for support; the NOC Technician’s goal is to provide an efficient and effective response to network problems and alerts by providing quick straightforward resolutions, escalations, and/or dispatch to local market.

ESSENTIAL JOB FUNCTIONS:

The essential job functions and duties described below may not be the only requirements of the position. It may be necessary to follow other instructions or perform other related duties required by the company.

• Answer incoming calls in a professional and helpful manner
• Escalate issues to the appropriate Network Operations team member
• Perform troubleshooting of broadband products, routing, transport, and/or voice services.
• Perform incident documentation by creating tickets (incident documentation includes selection of the affected party, prioritization of the incident, filling in the mandatory fields such as type and time of incident and a brief description)
• Research and resolve issues such as documentation requests, repeat/reoccurring trouble, provide additional support follow-ups as needed, recommend any process improvements, and provide shift summary status report of any unresolved trouble or alert
• Perform notification(s) and escalation of a network incident or outage per documented process and procedure
• Use proper spelling, grammar, and context when updating tickets or sending emails and notifications.
• Monitor the alarm activity and network performance
• Execute projects and other tasks assigned
• Update and maintain network and customer specific records
• Manage datacenter access (colocation) for customers per documented security procedures.
• Provision network hardware needed for upcoming installations, service upgrades, or needed for replacement due to failure