NO C2C

• Perform constant network and system monitoring
• Provide leadership
• Manage customer service requests submitted via emails and phone
• Analyze alarms and trouble indicators to identify problem areas and escalate appropriately
• Diagnose network alerts, events or issues
• Record customer incident tickets and assign based upon impact and urgency and provide detailed documentation of every incident.
• Interact with co-workers to coordinate and disseminate information to complete job assignments in order to attain company service objectives
• Maintain adherence to attendance, work schedule, and prepared to begin work at scheduled start time
• Be prepared to work in a 24X7X365 work environment that requires attendance night, weekend, and holidays
• Assist in training Tier 1 technicians and resolving escalated issues.

Required Skills

• Flexibility to support shift coverage including overnight, weekends, and holidays. Must maintain a professional image, attitude, and demeanor
• Must be able to work under pressure, handle stress, follow directions precisely, tolerate changes in temperature, loud noises from alert system, and long hours looking at display screens
• Strong customer service orientation
• Must have demonstrated troubleshooting experience and discover solutions
• Must be able to work in a team environment and promote a harmonious working relationship in the NOC, with other Departments, field personnel, and clients
• Adhere to operational processes and procedures and that they are carried out with a high level of attention to detail, expediency, and on-time delivery
• Previous experience in NOC, Call Center, or Field Service role supporting
• Knowledge of various alarm indications and their definitions (LOS, LOF, ES-L,
• Familiarity with common terms used in telecommunications (DS1, DS3, OC-48, VLAN, DWDM, LEC, CLEC, 4G and 5G, fiber optics, etc.)
• Familiarity with common telecom protocols (layer 1, 2, 3, SONET, Ethernet, 10GbE)
• Explain the difference between pro-active and re-active maintenance
• 2 years’ experience working in a NOC or field service environment
• 2-year degree, or technical training (technical school or military)

Preferred Skills and Experience:

• 2-year degree, or technical training (technical school or military)
• Preferred 4 years NOC environment experience
• Experience with ITIL
• Experience with Major Incident support
• Experience monitoring planned maintenance activities