NOC Technician I

Entry-level position providing technical support to customers, technicians, vendors, engineers, and technical staff within the Network Operations Center (NOC).

Responsibilities

• Sends and receives customer-specific information to service provisioning tools and systems, including CS1500 Ribbon Switch, MetaView, NPAC, Calix, AXOS, Clearcable/Harmonic, and IVue Connect billing software.
• Processes service orders to fulfill customer service requests.
• Conducts audits on Provisioning platforms to ensure data integrity.
• Assists customers with NOC Tier 1-related issues and escalates calls to appropriate personnel.
• Monitors the ISP/Telco network, Calix Fiber network, and responds to alarms to resolve or route them to the appropriate departments.
• Assists Field Technicians with troubleshooting using various software platforms.
• Maintains files of customer records, tracking spreadsheets, documents, and other supporting data.
• Adjusts customer records in associated network elements providing service.
• Performs data entry in provisioning systems for completion of service orders.
• Assists in provisioning activities related to service orders; interacts with customers and PVT field technicians to ensure service matches what was requested.
• Completes assigned monthly reports; ensures all orders are worked within the specified time period.
• Responds to customer billing problems; coordinates with other personnel to resolve billing issues.
• Establishes and maintains effective working relationships with customers and PVT personnel, prioritizing customer satisfaction.
• Stays informed of current service offerings and customer premise equipment.
• Collaborates with other departments on projects and services being delivered.
• Updates Supervisor of emerging issues and concerns.
• Attends training on new product offerings and technology to maintain knowledge and competence.
• Complies with all safety rules and regulations; abides by company policies and procedures.
• Completes other reports, projects, analysis, and activities as requested.
• Performs other duties as assigned by Management.

Requirements

• High School diploma or GED.
• Minimum of three years of experience in order entry and translations or technology field.
• Thorough knowledge of office practices and procedures, office machines, and switching system fundamentals.
• Basic computer knowledge and understanding of customer-specific needs related to service orders.
• Ability to deal effectively with customers in person or on the telephone.
• Strong listening, oral, and written communication skills.
• Good customer service skills.
• Willingness to work shift work.
• Must have, or be able to obtain and maintain, a valid New Mexico state driver’s license with an excellent driving record and be insurable under the Company’s insurance policy.

Physical Requirements

• Must be able to read computer screens and various reports (75-100% of the time).
• Must be able to hear well enough to communicate with employees and industry contacts (75-100% of the time).
• Must be able to write, type, and use phone systems (75-100% of the time).

Working Conditions

Climate-controlled office environment with adequate lighting and space. The noise level is usually quiet. Good working conditions with minimal disagreeable factors.