NCC Tier I Technician

Responsibilities

• Respond to internal and external stakeholder inquiries through multiple channels of communication in a timely manner.
• Monitor and responding to tickets, alerts, and general inquiries from internal and external customers.
• Able to work within a team to handle inquiries by asking clarifying questions, researching answers or alternative solutions/outcomes, and escalating unresolved problems.
• Perform detailed documentation of reported customer issues, ability to identify & communicate customer impact and urgency.
• Escalate/Assign tickets to appropriate teams, leads and managers.
• Perform direct communications to customers for updates as necessary.
• Resolve customer inquiries, if possible, by utilizing documented processes.
• Professionally manage difficult and/or emotional customer situations.

Qualifications

• High School Diploma required.
• Must be able to pass a background screening and CLEAR identification verification.
• Zero to one (0-1) years of experience troubleshooting and maintaining SONET and DWDM networks.
• Zero to one (0-1) years of customer service experience (NOC environment is preferred.).
• Knowledge of Ciena, Infinera, Nokia, Cisco, Fujitsu SONET and DWDM equipment preferred.
• Ability to navigate multiple computer systems/applications simultaneously.
• Knowledgeable with G-Suite applications.
• Excellent written and verbal communication skills.
• Detailed oriented with superb organizational skills and the ability to multitask/prioritize tasks.
• Ability to work in a fast paced environment.
• Active Listening.
• Data Entry Skills.
• Attention to detail.
• Good time management skills.
• Salesforce experience is a plus.