The NOC Engineer is responsible for the day to day management and issue resolution of the Network Operation Center's (NOC) monitored customer networks. The incumbent is responsible for the continuous monitoring and management of the customer networks to ensure alarm receipt and processing procedures are followed. Responsible for the generation of customer reports as well the delivery and management of customer network changes.
Essential Duties and Responsibilities:
Monitor of all customer management platforms for alarm conditions.
Evaluate and isolate any recorded alarm and/or reported alarm.
Troubleshoot the alarm condition to determine the resolution action.
Manage and coordinate the resolution action directly with the customer.
Manage the issues, if necessary, with outside vendors.
Generate and update trouble tickets to provide history on all customer issues.
Escalate issues to Network Operations Center Manager as necessary.
Generate weekly, monthly, and quarterly customer reports using standard templates.
Distribute weekly reports to end customers within specified timeframes.
Generate additions and changes to customer operation and process documentation for assigned customer account.
Make additions and changes to management platforms and toolsets, including system and unit backups.
Answer customer calls from customer service and sales regarding trouble tickets and service issues.
Ensure client Trouble Tickets are processed in timely manner.
Test circuits, service features, trunking and equipment to make sure they are operating effectively or to determine where problem is and solution to problem.
Perform other duties as assigned.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:
Familiarity with: remote circuit, trunking equipment monitoring and testing.
Knowledge of concepts and use of network management toolsets.
Trouble ticketing, service orders and account information gathering.
Excellent customer service skills required.
Certification (CCNA or equivalent) on products or technology will be required within one year of date of hire.
Some knowledge of data and/or voice transport technologies, topologies, standards and infrastructure are desirable.
Knowledge of Router management and troubleshooting.
Excellent oral and written communication skills.
Knowledge of Microsoft Office computer applications (Outlook, Work and Excel a must) required.
Experience using ERP, trouble-ticketing and service management systems preferred.
Ability to be regularly scheduled for on-call status if needed.
Ability to work extended hours (overtime) as needed.
Must be able to work safely following company policy/procedures on safety.
Must possess a valid driver's license and have as suitable motor vehicle report.
The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Sitting, standing, and walking.
Lifting of objects up to 50 pounds, bending, and stooping.
Hours involving overtime and weekends as necessary.
Ability to read effectively from a computer screen, sampling device and/or a paper copy.
Ability to work multiple tasks in a stressful environment while maintaining a positive and pleasant manner with others.
Ability to handle a large volume of work and perform multiple tasks in a fast-paced office environment.
Ability to travel 20%.
Ability to work flexible hours including evenings, holidays, and weekends.
Uniti provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.