NOC Technician

Job Description

Job Description

The NOC Technician I has the responsibility of monitoring and maintaining the FirstLight Core Network. When the system malfunctions, the NOC technician troubleshoots the network at an initial triage level, makes repairs or refers to the next level of technical hierarchy (NOC Tech II) and gets the system back up as quickly as possible. This can require the technician to work at all hours of the day - depending on when the network disruption occurs. There are three main roles in the Network Operation Center (NOC). Surveillance, Repair, and Communications/Documentation. This is to quickly recognize network anomalies, ensure maximum possible service availability and performance, and to communication and document the actions of the NOC.

• The shift for this position is Monday-Friday, 11pm-8am
• The role offers both remote and hybrid flexibility, but candidates must be located within FirstLight's service area.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

· Provide 24-hour Network Health surveillance and alarm reporting utilizing network monitoring and surveillance software.

· Review and general clean-up of Ticket queue.

· Ensure timely resolution to trouble tickets.

· Ensure timely follow up with customers via e-mails or phone calls.

· Troubleshooting Network issues

· Carrier route testing

· Responsible for basic troubleshooting network routers and switches to isolate the trouble and take appropriate action to resolve.

REQUIRED SKILLS

· Associate Degree or Technical school is highly recommended with a strong knowledge of computer functionality.

· Word, Microsoft Excel, Microsoft Outlook.

· Cisco certifications and VoIP fundamentals a plus.

· One or more  years of Network Operations experience or equivalent

· Must possess strong interpersonal skills and with ability to interact with all levels of employees in a professional manner.

· As an essential function of this position, the employee must be able to handle high levels of stress satisfactorily and be always congenial with other employees and customers.

· The NOC is a fast-paced environment, critical thinking is essential. Ideas will be extrapolated from one situation to another.

· Strict adherence to company policies, confidentiality, and mature judgment must be always demonstrated.

· Assigned duties should be performed in a timely and accurate manner.

· As this individual often represents the internal and external customers and colleagues – professionalism is a must.

· Must handle responsibilities by multi-tasking, working independently and with minimal direction. Must deliver objectives both individually and by interaction with others, therefore must demonstrate an understanding of organizational functions and departments.

REQUIRED SKILLSET

Basic familiarity with the operations and repair of telecommunications systems to include, but not limited to, the following hardware platforms: