NOC Technician II

General Summary:

The NOC Technician II position for Peñasco Valley Telephone Cooperative, Inc. and its subsidiaries primarily deals with customers, vendors, engineers, and the entire technical team; monitors the network, servers, and telecommunications equipment in the network.

Essential Job Functions:

·         Ensures day-to-day operations of business-critical workflows.

·         Assists with Project Implementation and coordination within the NOC

·         Monitors the ISP/telco network, servers, and telecommunications equipment.

·         Initial analysis of alarms to route trouble issues to correct department for further analysis and repair; troubleshoots customer issues.

·         Uses monitoring systems to identify issues and assist in troubleshooting with field personnel.

·         Troubleshoots and identifies problems with customer Internet connections on various platforms including DSL, Cable Internet, Wireless, FTTP and escalates issues to appropriate personnel.

·         Monitors and reports transport/circuit problems to appropriate personnel.

·         Evaluates Internet customer problems; stays abreast of computer network hardware, software, and Internet technology.

·         Responds to customer inquiries, identifies issues, and develops/implements solutions to problems.

·         Collaborates with cross-functional teams for project and service delivery.

·         Provision and maintain DNS domains on authoritative DNS servers.

·         Stays abreast of the currently offered services and operation of customer premise equipment (CPE).

·         Attends training on new products and technology to maintain a high degree of knowledge and competence.

·         Mentors’ other technicians in the department on problem resolution and analysis.

·         Keeps manager informed of emerging issues and concerns.

·         Uses safety equipment; utilizes safety practices; attends and participates in all designated cooperative safety and training meetings; abides by the company’s safety manual.

·         Keeps interested parties informed of outage situations and maintains status updates until resolution.

·         Actively audits disparate systems to assure data integrity and consistency between systems

·         Thorough knowledge in using Operation Support Systems (OSS) to troubleshoot ISP/telecom customer services.

·         Subject matter expert on interoperation between various Operations Support Systems (OSS) and Business Support Systems (BSS).

·         Places a premium on customer satisfaction; and makes every attempt to perpetuate PVT’s and its subsidiaries’ positive image in all subscriber customer-related service activities.

·         Completes other projects and activities as needed.

Other Responsibilities:

·         Other duties as assigned by Management.

Knowledge, Skills & Abilities:

Understanding of data networking technologies; understanding of network protocols and standard IP networks; understanding of email protocols including but not limited to SMTP, POP, and IMAP; understanding of network monitoring tools including but not limited to SYSLOG and SNMP; understanding of DNS services; understanding of wireless LAN technologies; knowledgeable in network configuration and troubleshooting for commonly used operating systems and hardware; knowledgeable in email client configuration, knowledgeable in telecommunications technologies including but not limited to FTTP, CMTS, & DSL. Must possess excellent computer/networking skills; linear troubleshooting skills; the ability to comprehend and follow instructions, and effective oral communication skills; must be able to respond to customer questions, requests, and complaints respectfully and knowledgeably; must exhibit professionalism in all circumstances especially with customers; must be a team player; must possess sound analytical skills and strong interpersonal skills. Be willing to work Shift work when need arises.

Education and/or Experience: (Degreed starting requirements)

High School diploma or GED, Associate’s degree (or higher) and/or equivalent work experience in Network Engineering, Computer Science, Information Technology, or related field. Must have a minimum of four years’ experience with end user desktop system troubleshooting.

Certifications, Licenses, Registrations:

Must have, or be able to obtain, and maintain a valid New Mexico state driver’s license, have an excellent driving record and be insurable under the Company’s insurance policy. 

Other Qualifications and/or Credentials:

Certifications in relevant network/telecommunications technologies is a plus.

Physical Requirements:

PHYSICAL REQUIREMENTS

0-24%

25-49%

50-74%

75-100%

Seeing: 75-100%

Must be able to read computer screen and various reports.

Hearing: 75-100%

Must be able to hear

well enough to communicate

with employees and industry contacts.

Standing/Walking: 0-24%

Climbing/Stooping/Kneeling: 0-24%

Lifting/Pulling/Pushing: 0-24%

Must be able to write, type,

and use phone system: 75-100%

Working Conditions:

Good working conditions with the absence of disagreeable conditions. Climate controlled building with adequate lighting and space. The noise level in the work environment is usually quiet.

Note:

To perform this job successfully, an individual must be able to perform the essential duties satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Disclaimer:

The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.

PVT is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. PVT makes hiring decisions based solely on qualifications, merit, and business needs at the time.