NOC Technician I

Responsibilities

• Assist member companies and clients with resolving fiber optic circuit, telephone, and IP networking equipment problems through monitoring and clearing of alarms from fault management systems while documenting work in trouble ticket applications.
• Maintain a high level of professionalism with clients and work to establish a positive service experience with every caller.
• Provide proactive client service and problem resolution to ITCs, LECs, and Enterprise level business clients including both Retail and Wholesale clients.
• Analyze, triage, and troubleshoot alarms received from internal monitoring systems.
• Take ownership of assigned tickets, communicate and follow-up with clients within acceptable time frames during the life of each ticket.
• Escalate trouble tickets to internal departments and external companies to correct service interruptions and ensure escalations are handled in a professional, consistent, and relentless manner.
• Interface with Aureon departments to assist in the turn-up of new services and resolve service problems.
• Perform daily scheduled maintenance procedures on various pieces of equipment.
• Other duties as assigned.

Requirements

• High School Diploma or equivalent.

Qualifications

• Preferred: Two or four-year college degree in the communications field, or equivalent experience.
• Knowledge or previous experience with internet, voice delivery, and alarm monitoring software.
• Basic knowledge of networking including networking equipment and technologies.
• Knowledge of VOIP or other advanced telecommunications applications.

Skills

• Highly organized and able to perform a variety of tasks, often changing assignments on short notice.
• Excellent interpersonal skills to establish and maintain effective relationships with clients, colleagues, and business contacts.
• Excellent written and oral communication skills.
• Able to efficiently utilize all available resources to provide effective solutions and explore all possibilities to facilitate the best decision.
• Able to work independently with little or no direct supervision and contribute to a team environment.
• Ability to make sound decisions using the information at hand.
• Strong trouble resolution and problem-solving skills.
• Flexible in meeting departmental schedules.

Schedule

• Monday–Friday, 8:00 AM–5:00 PM plus scheduled rotating 12-hour weekend shifts.

Working Conditions and Physical Requirements

• Primarily indoor work, in an office environment.
• Frequent utilization of manual dexterity and visualizing of computer screen.