NOC Technician

NOC Technician Tier-1

The NOC Technician Tier-1 is responsible for analyzing and coordinating repair/fix efforts for network and customer issues. This includes issues related to on-net or off-net voice & data facilities, routing/translations, and TDM and/or VoIP products and services. Coordinating with internal teams, clients and/or 3rd party vendors.

Responsibilities

General

• Communicate effectively with colleagues in person or on Microsoft Teams. TEAMWORK!
• Monitor emails and respond to client escalations sent to our internal distribution list or notify higher Tiers/Shift Leads or Management when appropriate.
• Demonstrate exceptional punctuality.
• Ability to navigate and follow guides, MOPs, playbooks/runbooks.

Inbound Call Support

• Support the Incident Managers by accepting overflow calls or technical escalations in the Tier 1 queue.
• Provide excellent customer service and phone etiquette.
• Manage call interaction in a timely manner. Create new tickets, provide updates on existing tickets, and escalate expeditiously.
• Depending on the client, create a Netrio ticket or a ticket within the clients ticketing system per method of procedure for any new incident.
• Provide ticket updates by opening existing tickets using client provided ticket number or searching the ticketing system.
• Using templates, document all phone interactions within the correlated ticket.

Monitor the Tier 1 ticket queue and understand ticket priorities.

• Operate Netrio’s ticketing system with proficiency along with utilizing preformatted templates.
• Offer support to Incident Managers.
• Understand and perform basic Q&A outside of the Q&A templates.
• Understand and follow basic Tier 1 triage and MOPs provided in the knowledge base.
• Identify Tier 1 opportunities.
• Have a basic understanding of networking and network elements.
• Work customer outages, service degradations, alarms with basic triage, and fraud events.
• Pursue and escalate with carriers/vendors hourly, every two hours, etc. depending on the ticket priority.
• Update clients/customers hourly, every two hours, etc. depending on ticket priority.
• Device management at a Tier 1 level based on guides/MOPs provided in knowledge base.
• Platform management at a Tier 1 level based on guides/MOPs provided in knowledge base.
• Identify issues needing Netrio Tier 2 support and escalate accordingly.

Requirements

• Bachelor’s degree and/or comparable work experience troubleshooting voice or data network issues, NOC or TAC preferred.
• Understanding of CPE, firewalls, routers, switches, WAPs.
• Telecommunication services such as – Cable/DSL, T1/T3, DS1/DS3, Fiber, PSTN/ISDN
• Knowledge of hosted PBX/UCaas and SIP desired.
• Understanding of TCP/IP, subnetting and the OSI model
• Knowledge of SIP and/or UCaas desired
• Ability to remain professional and courteous with customers always. Driven to deal with people in an uplifting manner.
• In an English-speaking environment, excellent verbal and written communication skills. Multi-language is a plus, but not required.
• Ability to multitask and prioritize work in a fast-paced environment
• Basic computer skills are required.
• Must be open to work evenings and/or weekend shifts.

Job Type: Full-time

Pay: From $18.00 per hour

Work Location:

• One location

Company’s website:

• netrio.com

Benefit Conditions:

• Only full-time employees eligible

Work Remotely:

• No

Work Location: One location