NOC Technician

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Full job description

***This position is fully remote. Applicant MUST reside in the following states: Texas, Arkansas, California, Colorado, DC, Florida, Kansas, Michigan, Missouri, New Mexico, Oklahoma, Oregon, Tennessee, Washington State, or Wisconsin

Job Summary: 

The NOC Technician is responsible for providing accurate information to both internal and external customers on all inbound and outbound calls, efficiently working trouble tickets, utilizing trouble shooting, isolation and resolution skills, test equipment and all surveillance tools to provide expeditious resolutions.

Competencies: 

• Responsible for understanding and adhering to company policies and living the Logix values
• Deliver timely results, ensure output is accurate and of high quality, focus on reliability
• Build domain knowledge and awareness of industry best practices
• Aware of larger strategy; complete tactical actions to support strategy and can contribute to discussions
• Competent in own role; aware of adjacent roles
• Understand position in Logix's value chain and impact on other roles
• Understand my role and how I impact our customers' experience
• Communicate clearly and ask questions for clarification
• Escalate risks to leadership
• Collaborates openly and effectively with team members and across the organization

Supervisory Responsibilities: 

• None

Logix Culture: 

Each team member has a responsibility to support and operate in alignment with our culture and company values. The behaviors and actions for each value may be different depending on the team member’s role and are critical to both the success of team members and the company.

Duties/Responsibilities:

• Creates trouble tickets, performs trouble shooting activity to isolate cause of outage or impairment, resolves when possible and when necessary, coordinates trouble shooting resources with required skills to resolve the issue while maintaining ownership of customer follow up and final resolution.
• Responsible for analyzing, isolating and troubleshooting voice, voice facilities, transport, data/IP and email (hosted exchange) issues that are either reported directly by our customers or identified via an alarm surveillance systems.
• Works in unison or escalates as required with other departments and external vendors to identify and resolve issues. This includes coordinating Field service dispatches or consultations focused on trouble resolutions.
• Dispatches field technicians, direct maintenance and restoration of systems and circuits.
• Maintainins a daily log of all customers requesting follow up and proactively provide written and/or verbal updates based on committed update intervals.
• Provides well written and/or verbal updates to customers experiencing any technology network/product issue. Includes, but not limited to: voice, hosted PBX, Internet, email, VPN, MPLS, transport digital and optical and DWDM.
• Masters current and future ticketing/OSS systems. Currently, remedy, OSS, OSS event ticket creation and my OSS management.
• Performs proactive customer service by reviewing accounts, surveillance tools and reports to identify areas of concern or opportunity. Develops plan, and when necessary obtains approval to implement improvement plan. Engages other teams as needed to complete the improvement.
• Conducts all testing possible to clear the Logix network prior to opening a trouble ticket with a vendor. Reports issue to vendor accurately and documents all vendor interaction, ticket numbers, testing and progress/updates within Logix ticketing system. Updates customer in timely manner or within committed intervals.
• Correlates events and alarms to identify the root cause of a failure or impairment.
• Configures email Clients for Logix Hosted Exchange.
• Adds/deletes email accounts.
• Resets email passwords.
• Answers inbound calls from both Internal and External customers in order to meet the needs of all customers in a timely and professional manner.
• Provides customer circuit/service fault isolation, communication and management.
• Maintains confidentiality of all customer and company information.

Required Skills/Abilities: 

• Working knowledge of telecommunications networking concepts.
• Ability to complete Emergency Routing for Customer (Fax to Email, Setting up Voice Mail).
• Understanding of basic troubleshooting of Analog Lines/Hunt Group Lines/ DID's and DIOD's.
• Ability to perform basic commands in DMS (QDN, Pull Omshows, Logutil,Verify PIC and LPIC, including call forwarding & use of SOI Tool).
• Ability to verify in DMS if lines are Loopstart or Groundstart.
• Ability to access Adtran, capture line status data, check for errors and test circuit in Adtran Mux.
• Ability to use and understand Hacker or any future LD hacker tools.
• Ability to learn basic trouble shooting and translations commands for Taqua (T7) and future switch platforms (BroadSoft, others).
• Ability to identify and understand NPAC, LERG and isolate LNP troubles.
• Ability to use and understand current and future monitoring tools (Intraware, CPE tool, Beholder, SMON, NetCool, SolarWinds, others).
• Ability to use and understand current and future design, inventory and ordering tools (Pathfinder, NIMS, SOS, Logix360, SAMM, others).
• Basic understanding of router configurations.
• Basic understanding of NAT and PAT (port forwarding).
• Excellent analytical and problem solving skills, as well as excellent communication, decision-making and organizational skills.
• Strong technical skills in IP telecommunications field and be able to demonstrate the ability to solve problems.
• Working knowledge of Cisco, Foundry and Hatteras networking devices and a basic understanding of Layer 1, Layer 2 and Layer 3 Protocol.
• Must be able to work under stress and in a fast-paced customer driven environment.
• Excellent comprehension of contact center etiquette and customer support skills
• Understanding customer segmentation strategy and expectations to customer trouble ticket management process.
• Understand and have ability to provide a quality customer experience interaction with every call or ticket worked.
• Proven ability to operate honestly and with high integrity.
• Demonstrates teamwork by cooperating and assisting co-workers as needed.
• Communicates effectively with customer, co-workers and management.
• Understanding of Call Center, Service and Network Operations, Disaster Recovery Plan Procedures.
• Dependable, prompt professional who is a self-starter with initiative and drive to provide excellent customer service.
• Must be detail oriented, organized and able to multi-task while using critical thinking skills to solve customer problems efficiently and effectively.
• Learns all aspects of the position responsibilities through on-the-job training, reading and job aids.
• Professional and effective oral and written communication skills.
• Proficient in Word & Excel applications and the ability to type 35wpm.
• Must be able to work in a fast-paced environment.
• Willing to work overtime and be available for on-call duty and emergency call in situations.
• Ability to work nights, weekends and holidays.
• Ability to speak clearly and hear effectively through phone or headset.

Education and Experience: 

• High school diploma or General Education Degree (GED) required
• Minimum 5 years telecommunications experience preferred.

Physical Requirements: 

• While performing the duties of this job, the employee is regularly required to communicate by typing, reading, talking, and listening effectively. The employee will be required to work for extended periods of time at a desk on a computer and must be able to maneuver through office spaces as needed. Accommodation will be provided as necessary to ensure all employees can fulfill their job responsibilities effectively.

Job Type: Full-time

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Night shift
• Weekdays
• Weekends as needed

Experience:

• Telecommunication: 5 years (Preferred)

Work Location: Remote