What are the responsibilities and job description for the NOC Technician II position at Berry-It Inc?
NOC Technician - Tier 2
The NOC Technician - Tier 2 maintains active communication with customers, on-site technicians, carrier service providers, and works directly with field technicians to support and troubleshoot ONTs, routers, and voice services. Your daily responsibilities will involve monitoring automated probes, trouble tickets, email, and phones for any indication of trouble on customer network connectivity or voice service, then taking steps to correct that trouble. As a NOC Technician you will coordinate with on-site technicians, carrier service providers, and other department personnel within BerryComm to investigate and troubleshoot and then guarantee everyone involved is fully updated on status. NOC Technician - Tier 2 will ensure all tickets and jobs are handled quickly and accurately from start to finish.
General Accountabilities
- Monitor network devices, interfaces, trouble tickets, Continuous monitoring for problems on customer networks that impact VOIP, and more.
- Provision Calix ONTs and Nokia SAS devices
- Troubleshoot issues with BerryComm services and update call paths.
- Contact carriers and vendors to open new trouble tickets, schedule dispatches, and get recent information on open trouble tickets.
- Work with Telecom Installation Technicians to install or troubleshoot BerryComm services.
- Take incoming calls and respond to emails/tickets regarding service troubles and/or call path changes.
- Respond to customers in an expeditious and professional manner regardless of medium.
- Follow procedures and escalation paths.
- Thoroughly communicating and documenting all details regarding job status.
- Entry-level to mid-level network troubleshooting and documentation.
- Coordinate with on-site technicians who perform all hands-on work. Escalate to Network Operations Manager who handles all advanced troubleshooting and configuration work.
- Support all Telecom Installation Techs and other members of the BerryComm organization to provide a great customer experience.
- Look for ways the NOC can continuously improve.
- All other duties as assigned
Job Qualifications
- Experience: 2 years of telecom experience, preferred
- Must be able to diagnose and troubleshoot basic telecommunications issues
- Must be able to understand and follow tier 1 and 2 troubleshooting processes
- Must be a self-starter and can solve complex problems independently and efficiently
- Must be proficient in essential technology
- Experience with Nokia SAS Devices, preferred
- Experience using Sonar and Calix SMx, preferred
Skills/Requirements
- CCNA or equivalent networking certification/degree required
- Excellent verbal and written communication
- Critical thinking and Problem solving
- Must demonstrate follow through
- Self-starter/motivated
- Ability to participate in on-call rotations for emergency tier 2 support
