Client: Telecom
Title: NOC Technician
Location: Melville, NY
Duration: 12 Months
Shift: Hybrid, with 3 day in the office and 2 day are WFH.
Hours: 8AM - 5PM, Tuesday thru Saturday or 2PM - 11PM, Tuesday thru Saturday
Role The NOC Technician will be responsible for monitoring network events, initiate incident, perform high level triage and manage escalations and notifications in a 24 by 7 environment. The position will require direct communication with customers as necessary and work closely with Tier2 organization. The NOC technician is expected to be able to diagnose hardware, software and system issues.
Responsibilities
-
Responsible for the 24x7x365 monitoring of all critical systems and answering customer support calls
-
Answer customer calls, create tickets and perform initial triage for issue resolution
-
Monitor network alarms, create tickets and perform initial triage for issue resolution
-
Identify customer impact and urgency
-
Resolve the issue if possible by utilizing documented processes and run books
-
Escalate/Assign tickets to appropriate internal support teams if the issue cannot be resolved within define guidelines
-
Own accountability of the incident ticket until ticket closure by observing ticket progression by continued oversight of the incident for appropriate progression
-
Perform direct communications to customers for updates as necessary
-
Send all incident updates and notifications to defined recipients (internal engineers, management or external customer) as necessary in accordance to defined notification procedure
-
Once incident is deemed resolved, verify and close tickets
-
Ensure ticket handover during shift changes in accordance to operations guidelines
Education/Certifications
-
High School Diploma or equivalent experience
Experience/Minimum Requirements
-
Strong work ethic and multi-tasking ability
-
Able to work unsupervised but also utilize direction, supervision, and training effectively
-
Excellent analytical problem solving and decision-making abilities
-
Strong written and verbal communication skills
-
1-2 years' work experience in telecommunications or similar fields
-
Understanding of standard concepts, practices, and procedures within the telecommunications field.
-
Experience and understanding of some or all of the following areas: SONET, IP subnetting and layer 2/3 routing, DWDM, dark fiber services
-
Experience with some or all of the following equipment platforms: Ciena Optical platforms, Cisco Optical platforms, Infinera, Juniper MX and EX series, MRV switches, Cisco routers and switches
-
Understanding of NMS and EMS systems to navigate and troubleshoot efficiently
-
Experience with Layer2/3, BGP, IPv6 and/or JUNOS a plus