NOC Technician (Evening Shift)

Description

Network Operations Center (NOC) Technician – Evening Shift

Tachus Fiber Internet (“Tachus”) is a fiber broadband internet provider delivering service to the Greater Houston area since 2018.  Tachus is dedicated to enhancing the lives of its customers through best-in-class access to fast, reliable digital services and unmatched customer service.  This approach has resulted in Tachus' industry leading Net Promoter Score from its rapidly growing customer base of over 35,000 households.  The candidate will be joining a team that brings decades of IT, infrastructure, and technology experience with a proven track record of building and growing highly successful businesses.

Tachus is seeking an outstanding individual to fill the role of NOC Evening Shift Technician to help support network alarm events, maintenance activities, incoming internal and external requests for service via phone, ticket, or email within proper SLA timings. The role will include the standard 40-hour work week from 3pm to midnight including the ability to work a flexible schedule covering evenings, weekends or on-call as needed. 

This is an hourly position, starting pay based on experience and level of expertise. This is a full-time position located in The Woodlands, Texas.  Relocation will not be provided. 

Roles and Responsibilities

Responsible for utilizing trouble shooting, fault isolation and resolution skills on network equipment with surveillance tools to provide expeditious resolutions.  Provide accurate information to internal teams, management and customers while efficiently working trouble tickets.

• Have a working knowledge of telecommunications networking concepts.
• Responsible for creating trouble tickets, perform troubleshooting activity to isolate cause of outage or impairment and resolve if possible.
• Coordinate trouble shooting resources with required skills to resolve the issue while maintaining ownership of final resolution.
• Responsible for monitoring, analyzing, isolating, and troubleshooting fiber backbone, data/IP issues that are either identified via alarm surveillance system or reported directly by our customers, including managing power failures and communication line issues.
• Perform level I/II support for incoming technical support phone calls for business class customer base.
• Work in unison or escalate as required with other departments and external vendors to identify and resolve issues.
• Dispatch field technicians, direct maintenance and restoration of systems and circuits.
• Provide well written and/or verbal updates to customer facing teams or customers experiencing any network/product issue.
• Properly document all client support requests including reported issues, work provided and final resolutions into the ticketing system.
• Work with vendors on 3^rd party services and product support.
• Basic technical support at the network level: Being able to diagnose and troubleshoot WAN and LAN connectivity, modem, router, switch firewall, and security issues.
• Master current and future ticketing/OSS systems (Salesforce).
• Ability to use and understand current and future monitoring tools to proactively monitor network elements and customer services and respond to impairments. 
• Correlate events and alarms to identify the root cause of a failure or impairment.
• Able to access all network devices using Secure CRT and understand the different types of equipment and their roles in the network.  (DZS, Cisco and SmartOptics)
• Handle simple network tasks and configurations.  (Resetting of ONTs, checking light levels)
• Basic understanding of TCP/IP protocols and IP routing along with PON and DWDM technologies.
• Contribute to Tachus’ knowledge base for any known or ongoing issues.
• Escalate to Tier 2 requiring higher level technical expertise if not resolved in a timely manner.
• Escalate to Tier 3 if the issue involves more detail for internally and externally affecting IT systems and network related issues.
• Network is required and/or related experience.

Qualifications

Knowledge and Experience

• Bachelor’s degree in computer science or have obtained equivalent on the job knowledge.
• Candidates should have 4 years of experience in a NOC environment or similar network-facing and customer-facing IT-related position (preferred)
• Experience with DZS GPON OLT platform and Cisco switches/routers.  DWDM transport is a plus.
• Ability to troubleshoot remote network issues.
• Excellent customer service skills
• Strong verbal communication and problem-solving skills
• Able to work in a fast-paced environment.

Working Conditions

• Job Type: Full-time, 40 hours
• Evening Shift 3PM – 12AM
• Variable / flexible work schedule
• Weekends required.
• Physical activities include, but are not limited to climbing, stooping, kneeling, crouching, reaching, standing, walking, and lifting/pulling/pushing up to 30 pounds.

 To be considered, please submit your resume and a cover letter. Please include your salary requirements.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a qualified individual with a disability or Vietnam era or other protected veteran.  This is a full-time in-person position located in The Woodlands, Texas. Must be authorized to work in the United States.  Must be able to pass a background and drug screen.  Relocation will not be provided.  Benefits include medical, dental, vision, life, disability, critical illness/accident, 401k and paid time off.