Network Operations Technician (NOC) -Temp

Key Responsibilities

• Receive and respond to customer calls politely and professionally.
• Aid callers of varying technical knowledge with troubleshooting and support.
• Diagnose and resolve issues related to STRATA services, including DSL, PON, Coax, Wi-Fi, bandwidth, email, end-user equipment, and wireless services.
• Create, manage, and maintain trouble tickets in a timely and accurate manner.
• Dispatch field technicians when necessary.
• Follow up with customers to ensure resolution and satisfaction.
• Escalate unresolved issues to higher-level support personnel.
• Perform additional duties as assigned.

Qualifications

• Strong diagnostic and problem-solving skills.
• Excellent communication and customer service abilities.
• Outstanding organizational and time management skills.
• Good knowledge of internet security and data privacy principles.
• Above-average technical knowledge of networking equipment, PCs, servers, and printers.
• Ability to work independently and collaboratively in a fast-paced environment.
• Proven analytical skills with strong attention to detail.
• Ability to remain professional and courteous when assisting upset customers.
• Flexibility to work days, nights, weekends, and holidays as required.

Physical Requirements

• Ability to remain seated for extended periods of time while assisting customers by phone at a workstation.