NOC Technician
Additional Information
- Hybrid Schedule- Monday, Tuesday and Wednesday are in the office, Thursday and Friday are WFH, OT is approved.
- 6-month contract, with potential for extension, or conversion to full-time, based on performance and client need.
- Hours/Schedule: 2nd shift, 2PM - 10PM EST, 8-hour days, five days a week, occasional
- Top Skills: Fiber/DAS/Small Cell (preferred), customer service and strong technical skills.
- Working Conditions: This role falls into our hybrid work model working in your assigned office approximately 60% of the time (3 days per week) and where you do your best work 40% (2 days per week).
- Serve as primary support for Small Cell Operations by managing internal and customer devices, performing analysis of alarms, and taking steps to restore service.
- Engage field operations and Tier 2 support for network equipment issues as needed.
- Respond to client requests and notify clients of network problems and business impacts.
- Review planned and unplanned changes to network infrastructure.
- Surveil and monitor the DAS & Small Cell networks by using provided systems and tools to remotely access complex equipment and resolve alarms on these networks.
- Use provided tools to localize network problems to host or remote equipment.
- Recognize correlation of multiple alarm conditions or tickets to identify root cause and possible resolution.
- Provide and monitor internal communication with Fiber NOC on alarm status and resolutions.
- Provide and monitor external communication with customers of the SCN NOC on alarm statuses and providing updates on escalations.
- Interface with field personnel to verify repairs, testing of alarm systems and documenting resolutions.
- Basic configuration & troubleshooting of DAS network alarms.
- Provide first contact for large scale outages and provide feedback on outages for customers, contractors, technicians, and other involved employees.
- Maintain a working knowledge of all products, processes, and systems associated with the various systems utilized in the SCN NOC.
- Associates degree or equivalent technical training in electronics or IT.
- Three (3) to Five (5) years of customer service and/or service dispatch experience
- Telecommunication and wireless experience preferred
- Knowledge of wireless telecommunications network management systems
- Excellent sense of personal accountability
- Excellent customer service skills with strong problem-solving skills
- Proficient with Microsoft Office and the ability to learn specialized system tools
- Skilled at completing tickets for maintenance purposes
- Ability to multi-task in a fast-paced environment
- Detail oriented with strong written and verbal skills
- Self-motivated with the ability to make critical decisions
- Knowledge of wireless communications is a plus