NOC Engineer

ESSENTIAL FUNCTIONS: Under general supervision, provide technical software, hardware and network problem resolution to all Dobson Fiber customers by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment. The Tier 1 NOC tech fields calls from user base and creates the initial record of the request; resolves all Level One/Level Two end-user problems over the phone; passes all Level Three requests on to a Network Technician; and follows up on the ticket to its resolution.

RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:

• Identify and interpret customer needs and determine appropriate action.

• Perform Desktop Support for a variety of DSL/FTTH/VOIP solution problems. This will require troubleshooting and in-depth telephone support to analyze and resolve reported troubles.

• Provide professional customer service skills such as positive language, communication skills, problem-solving skills, flexibility, and obsessive attention to detail.

• Work with other Operations Team Members to resolve reported trouble incidents and ensure timely resolution.

• Process all service requests for new or modified services as they are required.

• Monitor open trouble incidents and ensure timely resolution.

• Identifies problems and risk areas and be able to advise management of actions required to mitigate their impact.

• Notify management of major network outages and resolutions.

• Other duties as assigned.

QUALIFICATIONS INCLUDE:

• High School, Vocational, or applicable short course diploma.

• 2 to 4 years of experience working in a Help Desk/System Support position.

• Working knowledge of various operating systems, routers, and network elements.

• Ability to perform basic system administration functions to assist network engineers with day-to-day maintenance.

DESIRED QUALIFICATIONS:

• Microsoft, A+, or MCP certification

• Cisco CCNA certification

WORKING CONDITIONS:

• Flexible Shift Schedule.

• Ability to work on-call rotation.

• Ability to have a positive mental attitude.

• Must be able to lift and carry or otherwise move 25 pounds occasionally. 

• Work is normally performed in a typical interior/office work environment. 

• Visual perception to perform activities at distances close to the eyes.  

• Hearing enough to understand and communicate by telephone and in person.  

• Arm-hand dexterity enough to demonstrate and operate keyboards and small office equipment.

Job Type: Full-time

Schedule:

• 8 hour shift

Experience:

• Computer networking: 1 year (Preferred)
• LAN: 1 year (Preferred)

Security clearance:

• Confidential (Preferred)

Work Location: One location