NOC Technician

Position Overview:
This position will be responsible for the resolution of external client trouble incidents in a technical support environment. Technicians utilize their networking, hardware, and software skills to diagnose, qualify, and resolve client issues. Duties include comprehensive troubleshooting of facility, service, and feature based issues on a converged voice and data network. Technicians must be team oriented, have technical troubleshooting experience, and be able to work with internal and external contacts on behalf of our customers. Technicians must be self-motivated, client-centric, and possess the ability to apply dynamic policies and knowledge to resolve complex issues.

Responsibilities:

• Resolve customer reported trouble tickets:

o Initiate second level diagnostics and additional testing and data gathering to resolve tickets or document information needed for next level support
o Clearly communicate the diagnostic findings/results with the customer, set customer expectation accordingly, responding to any additional questions the customer may have in a professional manner.
o Follow up on vendor or supplier trouble tickets, internal dispatches, coordinate with other internal and external organizations as needed, and meet MTTR and customer status expectations
o Escalate Trouble Tickets with the appropriate supplier organizations (internal & external) when Service Level Agreements [SLAs] are missed
o Diffuse difficult customers by reassuring customer we will work to resolve their issue in timely fashion
o Act as the primary customer point of contact for the customer throughout the life of a ticket, responsible for providing customer with regular status updates on Trouble Ticket progress, setting realistic expectations, and verify resolution
o Manage all Trouble Tickets until resolution has been obtained, customer has confirmed restoration of service and ticket has been closed
o Properly code Trouble Tickets with appropriate closure codes, detailing the results of the testing and resolution
o Escalation to management of Trouble Tickets requiring updates
o Escalation to management of service interruption patterns, to assist in the identification of potential network service effecting issues.

• Utilize available technology to efficiently respond to client requests
• Prioritize work to meet or exceed client expectations
• Work in partnership with other Windstream service/repair-oriented departments to respond to customer issues in a timely fashion
• Demonstrate uncompromised integrity by acting and communicating openly, honestly and fairly in everything you do
• Model company values
• Proactively resolve obstacles that interfere with job performance and/or job satisfaction
• Meet MTTR goals of overall Trouble Tickets
• Meet LEC Referral MTTR goal
• Schedule Adherence of 98% (attendance, punctuality, breaks/lunches)
• Ticket Quality Score of 80% (monitoring 4-8 tickets per month, for ticket quality and customer status)
• Meet a 100% goal of Customer Status on Trouble Tickets
• No Trouble Found Reduction (from Baseline)
• Maintain a strong working understanding of voice network architecture, network/circuit testing processes, IP networking fundamentals, T1 and DSL installation/trouble-shooting procedures, and the number portability process.
• Off hours and Weekend availability may be required as needed to service clients
• Flexibility to work varied shifts to provide support to your team on an as needed basis, based upon customer calling pattersRequired Skills * Ability to open and close a ticket with high quality including clear documentation of steps taken for resolution.
• Work individual queue based on severity level and prioritizing work based on the customers’ business needs and specific situations that could change throughout the repair process.
• Initiate, and engage in conference calls between repair, customers, and higher-level support organizations to resolve issues.
• Basic Command Line Interface knowledge
• Basic working knowledge of networking WAN/LAN topology
• Basic working knowledge of Adtran/Cisco routers and switches.
• Ability to isolate layer 1 issues WAN/LAN
• Basic knowledge of voice switch platforms including Nortel DMS, Lucent 5ESS and MetaSwitch (or similar softswitch/UCaaS platforms)
• Basic scripting and debugging
• Basic working knowledge of Network protocols such as ATM, Frame Relay and Ethernet.
• Basic working knowledge of IP routing protocols such as BGP, OSPF, RIP and STATIC ROUTING.
• Basic working knowledge of Voice protocols such as CAS, ISDN, SS7, MGCP, H.323, and SIP
• Basic working knowledge of Voice features such as Call forwarding, Voice mail and Hunting as well as LNP process and troubleshooting
• Basic ability to evaluate client metrics such as overall bandwidth and QOS setting requirements.

Minimum Requirements:

• 1-5 years’ experience with above qualifications
• Proven ability to multi-task, utilizing time management and work prioritization skills
• Basic level technical competence in a Windows-based environment
• Proficient in utilization of vendor test and ticketing systems (LSI, Retas, EBTA)
• Excellent interpersonal and communication skills
• Passionate focus on client responsiveness and ability to generate customer confidenceRequired EducationCollege degreeRequired Years of Experience * 1-5 years’ experienceDesired SkillsDesired EducationDesired Years of ExperienceAdditional InformationRequired Skills: Previous Telecom Experience, technical support, IT type support, or call center would even work

Required Education: College Degree
Required Experience level/years: Open to technical new graduates or some relevant experience
Service Type (Engineering, Financial, IT, Light Industrial, Office/Clerical, Sales/Marketing): Service Assurance

Job Types: Contract, Temporary, Full-time

Salary: $26.00 – $27.00 per hour

Schedule:

• 8 hour shift

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location: Remote