JOB TITLE: NOC Technician & Senior NOC Technician STATUS: Non-Exempt DEPARTMENT: Network Operations Center REPORTS TO: Network Operations Center Supervisor FULL/PART-TIME: Full-Time - Requires on-call hours LOCATION: Holland Patent/Syracuse/Hybrid OUR CULTURE: At Northland, we don't believe in ceilings. We encourage personal and professional development by maintaining a challenging and rewarding work environment. We believe you are the creator of your own destiny and that you will make the most of your career through hard work, dedication, and initiative. THE MISSION: NOC Technician-
- Serve as the first line of defense against network disruptions to ensure that our customers are taken care of to the best of our ability.
Senior NOC Technician-
- Serve as the second line of defense against network disruptions to ensure that our customers and our Front-line engineers are taken care and supported to the best of our ability.
SUMMARY ROLES/RESPONSIBILITIES: NOC Technician-
- Troubleshoots all products and services
- Makes change requests for customers
- Supports internal departments
- Works with carriers/vendors
Senior NOC Technician-
- Provides exceptional customer service/support
- Manages major ticket incidents
- Schedules and dispatches technicians
- Ensures accuracy and details on all WO/TTs.
JOB DUTIES - NOC Technician:
- Troubleshoots and resolves issues with local, toll, and data circuits using a variety of troubleshooting tools.
- Addresses and resolves problems related to central office routers, switching, and customer premise equipment routers.
- Troubleshoots hosted products, wireless setups, residential fiber, DSL, and DNS changes.
- Handles inbound calls, creates trouble tickets, and tracks customer issues.
- Identifies customer impact and urgency.
- Communicates directly with customers to provide updates as necessary.
- Interfaces with on-net and off-net providers to troubleshoot end users' services.
- Monitor network alarms, create tickets, and resolve issues promptly.
- Maintains an up-to-date and accurate trouble ticket database.
- Supports all departments within Northland as needed.
- Deploys and troubleshoots workstations, printers, and computer peripherals.
- Deploys and troubleshoots antivirus, office suite, OS, and software.
- Provides initial employee onboard training.
JOB DUTIES - Senior NOC Technician:
- Provides direction and research for NOC technicians as needed.
- Works on escalated troubles that could be complex and time consuming, including escalating when needed to other Departments including Switch, Advanced Support, or Network Engineering.
- Monitors and completes remote work orders within an acceptable time frame or delegates to appropriate NOC technicians.
- Dispatches technicians on trouble tickets and work orders that require a field technician to resolve issues and or assist customers on-site.
- Assists the NOC Supervisor on special projects, including, but not limited to, creating and updating SOPs.
- Assesses customer needs to recommend effective configuration solutions.
- Assists with training and onboarding new NOC Technicians on new products and services related to the NOC's role.
- Completes all paperwork and reporting in accordance with departmental standards, including maintaining an accurate knowledge base.
- Handles rollover (overflow) NOC calls as needed.
SUPERVISORY RESPONSIBILITIES: None MINIMUM JOB QUALIFICATIONS - NOC Technician:
- High School and two years of related work experience required or Associate's degree and at least 3 months experience in an IT related field.
- Basic telephony experience, including basic understanding of VoIP and SIP.
- Problem solving skills and router knowledge.
- Must have good organization skills and Microsoft Office PC skills.
- Good oral and written communications skills, reliable and able to work with all levels of internal and external customers.
- Strong attention to detail.
- Flexible to work varying shifts in a demanding, fast-paced environment.
MINIMUM JOB QUALIFICATIONS - Senior NOC Technician:
- Includes all the above qualifications
- At least 1 year of experience working in a NOC Technician or helpdesk position.
- Ability to work in all cities and markets that Northland Communications services.
- Must have a high level of professionalism, communications skills, PC skills and be able to work independently without direct supervision.
PREFERRED JOB QUALIFICATIONS:
- Excellent Customer Service skills
- Telecom or data job experience
- Ability to grasp new concepts and technology quickly
- Call center or NOC center experience
- Network+ Certification
- CCNA Certification
SCORECARD METRICS:
- 60% of tickets closed within first business day
- 60% of tickets closed within ten days
LICENSES/CERTIFICATIONS: A valid driver's license or ability to access transportation to attend work group and organization meetings is necessary. PHYSICAL ACTIVITIES AND REQUIREMENTS: Ability to reach, sit, stand, walk, push, pull, lift, use fingers, grasp, feel, talk, hear, and perform repetitive motions. Ability to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. EQUIPMENT AND MACHINES USED:
- Ability to use voicemail, telephone, calculator, computer, printer
- Ability to operate computer, printer, telephone, DSL modems, routers/switches, firewalls, Adtran IADs.
- Ability to use the following software: IOS, Android products, Microsoft Outlook and Office suite, Metaswitch, Calix gear, Internet Browsers, SolarWinds, ticketing platforms, Workflow, and Reporting.
ENVIRONMENTAL CONDITIONS: The employee is not substantially exposed to adverse environmental conditions. EMPLOYER'S DISCLAIMER:
- All offers of employment are contingent on successful results from a background check. If results are not acceptable to the company, the company reserves the right to rescind its conditional offer of employment.
- All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
- This job description in no way states or implies that these are the only duties to be performed by the employee holding this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties required by their office.
- This document does not create an employment contract, implied or otherwise, other than an at will employment relationship.
- We are an equal opportunity employer. We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status.