NOC Supervisor
Surf Internet · Byron Center, MI · 3 mo ago
Information TechnologyFull-time
Primary Responsibilities
- Supervise day-to-day associate functions, work queue, schedules and availability
- Observe daily call queue and ticket workflow
- Maintain regular One on One’s discussions with NOC team members
- Affiliate in planning and leading regular team meetings (both group and one on one)
- Maintain knowledge of Surf products, processes and procedures
- Monitor ticket hygiene for potential training opportunities and development of team
- Affiliate in the screening, onboarding and training of all NOC New Hires
- Manage Customer Expectations
- Work as liaison from NOC with internal and external teams to coordinate issue resolution efforts
- Onboard and affiliate in NOC leadership On Call responsibilities including Outage Bridges, NOC Support, etc.
Qualifications
- +5 years Telecommunications experience
- Strong analytical and problem-solving skills
- +1-2 years of Incident Management / Outage Management experience
- +1-2 years of Team Leadership experience
- +1-2 years of Customer Service Experience
- Working knowledge of Telecommunication Transport Technology including Route / Switch and Optical Transport technologies
- Working knowledge of Network technologies and design, LAN, WAN, WLAN, Gateway, Hub, TCP/IP, Ethernet
- Experience with product vendors including Juniper, Adtran, Mikrotik, Infinera, Ubiquiti, BaiCells and Cambium
- Working knowledge of Network Certifications such as JNCIA, Adtran or Network+