NOC Technician

The NOC Technician is responsible for working closely with users to resolve connectivity issues either in-person or in a call center environment in a 24/7 environment. The position will require direct communication with customers as necessary and work closely with the engineering team and field technicians. The NOC technician is expected to diagnose hardware, software and system issues by following guidelines provided by upper tier technicians, engineers and management.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Responsible for the monitoring of all critical systems and answering customer support calls during assigned shift
• Answer customer calls, create tickets and perform initial triage for issue resolution
• Identify customer impact and urgency
• Resolve issues by utilizing documented processes and run books
• Escalate/Assign tickets to appropriate technicians/engineers if the issue cannot be resolved within define guidelines (time, system access)
• Own accountability of the incident ticket until ticket closure by observing ticket progression by continued oversight of the incident for appropriate progression
• Perform direct communications to customers for updates as necessary
• Send all outage notifications to defined recipients (internal engineers, management, or external customer) as necessary in accordance to defined notification procedure
• Once incident is deemed resolved, verify and close tickets – reroute as necessary
• Ensure ticket handover during shift changes in accordance to operations guidelines
• Communicate and assist end customer on connection issue with network

REQUIRED QUALIFICATIONS

• Bachelor’s Degree required from an accredited university
• Network certification (i.e. CCNA)
• IT Desktop Support Experience
• Minimum of one (1) year of experience in a similar field
• Network Monitoring Center (NOC) experience a plus
• Wifi Network support experience a plus
• Distributed Antenna System (DAS) experience a plus
• Excellent communication skills

Job Type: Full-time

Pay: $70,000.00 – $75,000.00 per year

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Las Vegas, NV 89119: Reliably commute or planning to relocate before starting work (Required)

Experience:

• NOC: 1 year (Preferred)
• DAS: 1 year (Preferred)
• Call Center: 1 year (Preferred)

Work Location: One location