NOC Technician- SCFS (Second Shift)

Position Title:  Noc Technician-SCFS 

Role

Provides support in a 24x7x365 Network Operations Center that monitors, resolves, tests, and escalates Network DAS and Small Cell issues to ensure company compliance with customer requirements.

Responsibilities

• Serve as primary support for Small Cell Operations by managing internal and customer devices, performing analysis of alarms, and taking steps to restore service.
• Engage field operations and Tier 2 support for network equipment issues as needed.
•  Respond to client requests and notify clients of network problems and business impacts.
•  Review planned and unplanned changes to network infrastructure.
•  Surveil and monitor the DAS & Small Cell networks by using provided systems and tools to remotely access complex equipment and resolve alarms on these networks. 
• Use provided tools to localize network problems to host or remote equipment.
• Recognize correlation of multiple alarm conditions or tickets to identify root cause and possible resolution.
• Provide and monitor internal communication with Fiber NOC on alarm status and resolutions.
• Provide and monitor external communication with customers of the SCN NOC on alarm statuses and providing updates on escalations.
• Interface with field personnel to verify repairs, testing of alarm systems and documenting resolutions.
•  Basic configuration & troubleshooting of DAS network alarms.
•  Provide first contact for large scale outages and provide feedback on outages for customers, contractors, technicians, and other involved employees.
•  Maintain a working knowledge of all products, processes, and systems associated with the various systems utilized in the SCN NOC.

Expectations

• Knowledge of wireless telecommunications network management systems
• Excellent sense of personal accountability
• Excellent customer service skills with strong problem-solving skills
• Proficient with Microsoft Office and the ability to learn specialized system tools
•  Skilled at completing tickets for maintenance purposes
•  Ability to multi-task in a fast-paced environment
•  Detail oriented with strong written and verbal skills
•  Self-motivated with the ability to make critical decisions
• Knowledge of wireless communications is a plus

Education/Certifications

• Associate degree or equivalent technical training in electronics or IT 

Experience/Minimum Requirements 

• Three (3) to Five (5) years of customer service and/or service dispatch experience
• Telecommunication and wireless experience preferred
  

Organizational Relationship :

Reports to:  Supervisor, Noc- Network 

Working Conditions: This role falls into our hybrid work model working in the office 8-hour days, five days a week or 10-hour days, four days a week and some weekends. There is an expectation of collaboration with teammates and stakeholders for moments that matter that could require travel.   

2^nd shift – 14:00-22:00 or 12:00-22:00

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