NOC Technician II

Job Description

NOC Technician - Tier II

The NOC Technician - Tier II maintains active communication with customers, on-site technicians, carrier service providers, and works directly with field technicians to support and troubleshoot ONTs, routers, and voice services. Your daily responsibilities will involve monitoring automated probes, trouble tickets, email, and phones for any indication of trouble on customer network connectivity or voice service, then taking steps to correct that trouble. As a NOC Technician you will coordinate with on-site technicians, carrier service providers, and other department personnel within BerryComm to investigate and troubleshoot and then guarantee everyone involved is fully updated on status. NOC Technician - Tier II will ensure all tickets and jobs are handled quickly and accurately from start to finish.

General Accountabilities

Monitor network devices, interfaces, trouble tickets, Continuous monitoring for problems on customer networks that impact VOIP, and more.

Provision Calix ONTs and Nokia SAS devices

Troubleshoot issues with BerryComm services and update call paths.

Contact carriers and vendors to open new trouble tickets, schedule dispatches, and get recent information on open trouble tickets.

Work with Telecom Installation Technicians to install or troubleshoot BerryComm services.

Take incoming calls and respond to emails/tickets regarding service troubles and/or call path changes.

Respond to customers in an expeditious and professional manner regardless of medium.

Follow procedures and escalation paths.

Thoroughly communicating and documenting all details regarding job status.

Entry-level to mid-level network troubleshooting and documentation.

Coordinate with on-site technicians who perform all hands-on work. Escalate to Network Operations Manager who handles all advanced troubleshooting and configuration work.

Support all Telecom Installation Techs and other members of the BerryComm organization to provide a great customer experience.

Look for ways the NOC can continuously improve.

All other duties as assigned

Job Qualifications

Experience: 2 years of telecom experience, preferred

Must be able to diagnose and troubleshoot basic telecommunications issues

Must be able to understand and follow tier 1 and 2 troubleshooting processes

Must be a self-starter and can solve complex problems independently and efficiently

Must be proficient in essential technology

Experience with Nokia SAS Devices, preferred

Experience using Sonar and Calix SMx, preferred

Skills/Requirements

CCNA or equivalent networking certification/degree required

Excellent verbal and written communication

Critical thinking and Problem solving

Must demonstrate follow through

Self-starter/motivated

Ability to participate in on-call rotations for emergency tier 2 support

Full-time