Under the supervision of more senior staff, the NOC Technician-Level 1 is responsible for the day to day management and issue resolution of the Network Operation Center’s (NOC) monitored customer networks.  The incumbent is responsible for the continuous monitoring and management of the customer networks to ensure alarm receipt and processing procedures are followed.  Responsible for the generation of customer reports as well as the delivery & management of customer network changes. 

The position will be responsible for generating and processing tickets for technical support and service. Position will identify alarms, raise requests and will perform basic diagnostics of the problem and dispatch it as required to the appropriate Carriers, Level 2 NOC Technicians, TSC, the Professional Services group, or to dispatch field service technician and/or parts. Where the customer problem requires deeper technical knowledge the position will be responsible for escalating the customer request to the Network Operations Technician-Level 2 group in a timely manner for troubleshooting and resolution.  Additionally the NOC Technician-Level 1 will retain overall ownership of the fault report, unless relieved by senior staff.

The Network Operations Center Technician-Level 1 will monitor actions, monitoring progress, monitoring SLA’s, and perform proactive escalations when problems are identified.  Utilizing the Call Management System, the Network Operations Technician-Level 1 will ensure customer entitlements and/or SLA’s are monitored, managed, and problems are tracked within the ticketing system with root causes identified in the case of failure to comply with commitments.

Requirements:

Duties:

• Alarm Receipt & Processing
• Monitor of all customer management platforms for alarm conditions.
• Evaluate and isolate any recorded alarm and/or reported alarm.
• Troubleshoot the alarm condition to determine the resolution action.
• Manage and coordinate the resolution action directly with the customer
• Manage the issues, if necessary, with outside vendors.
• Generate and update trouble tickets to provide history on all customer issues.
• Escalate issues to the NOC Technicians-Level 2 group as necessary.
• Customer Reports & Manager Reports
• Generate weekly, monthly and quarterly customer reports using standard templates.
• Distribute weekly reports to end customers within specified timeframes.
• Assigned customer accounts
• Generate additions & changes to customer operation and process documentation for assigned customer account.
• Make additions & changes to management platforms and toolsets, including system and unit backups.

Requirements:

• At least 1 years of experience in network management preferred.
• Experience or knowledge of HP OpenView, Castlerock SNMPc, Orion by Solarwinds, and Voyence preferred.
• Knowledge of concepts and use of network management toolsets.
• 1-2 years experience in a networking oriented Call Center preferred     
• Excellent customer service skills required.
• Certification (CCNA or equivalent) on products or technology will be required within one year of D.O.H.
• Some knowledge of data and / or voice transport technologies, topologies, standards and infrastructure are desirable.
• Excellent oral and written communication skills
• Knowledge of Microsoft Office computer applications (Outlook, Word and Excel a must) required.
• Experience using ERP, trouble-ticketing and service management systems preferred
• Other duties as required

Applicant’s skills should be weighted based on the following factors:

• Ability to achieve a high level of customer satisfaction in their interactions with the customer.
• Ability to remain calm and confident in a stressful situation required
• Ability to multi-task and to perform intangible duties
• Able to work 12 hour shift patterns based upon a 7X24X365 operation
• Able to be flexible with work schedule based upon a 7X24X365 operation
• Ability to resolve issues and problems, following set practices and procedures.

Education:
Associate Degree Preferred or equivalent experience CCNA or A+ desirable