NOC Technician I, II or III - 3rd Shift

Position Description

The Network Operations Center [NOC] Technician works in a Network Operations Control Center environment staffed 24x7x365. The NOC Technician is accountable for entry level fault and performance management duties, including 1st level technical support and triage activities associated with all voice, data and video network elements and fiber transport facilities monitored by the NOC team, as well as all associated building safety, environmental and security alarms. The NOC Technician proactively monitors all network elements and transport systems for fault and performance irregularities, and assists in the identification and resolution of less complex network element or system failures through isolation, analysis and troubleshooting procedures. The NOC Technician is also responsible for overseeing all planned change activities that take place during the planned maintenance windows. This position reports to a NOC Manager, requires strong interpersonal skills and routinely interacts with internal network, engineering and customer care support organizations, field operations, external service providers and equipment vendors during normal monitoring and event management duties and and trouble resolutions. Requires shift work supporting after-hours, weekends and holiday coverage.

Principal Responsibilities

• Monitoring and event management of a national voice, data and video network and Tier I triage and technical support/troubleshooting of related network elements, such as: DWDM, circuit and packet switching, Frame Relay, T1, T3, SONET equipment, VoIP, GPON, microwave, fiber multiplexers, optical equipment, routers and customer premise devices.
• Work closely with IP network, Switch and Fiber Transport engineers as well as Field Technicians and Outside Plant construction teams.
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  Utilize a number of different network monitoring tools and element management systems to detect and resolve service impacting events as soon as possible.

  
  
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  Primary point of contact for other Network Operations Centers.

  
  
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  Open and work technical support tickets for service impacting events involving 3rd party support vendors.

  
  
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  Act as liaison and provide a high level internal and external customer satisfaction.

  
  
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  Set up and manage outage/repair bridges to restore service back to normal operating conditions as soon as possible.

  
  
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  Engage and escalate to appropriate parties when needed.

  
  
• Process equipment return and analysis request for failed hardware [RMA], including writing/documenting Reason For Outage Reports [RFO] as requested
• Maintain and comply with standard Company technical and administrative procedures
• Answer inbound calls and open, update, close tickets for customer impacting events, outages and maintenances. This includes fully documenting ticket notes and closing tickets with Reason For Outage [RFO]
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  Compose and send FLASH notifications, alerts and emails informing wide audiences (including executives) of network outages, jeopardies and other service impacting events.

  
  
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  Other NOC related duties as assigned, or requested by manager.

  
  

Qualifications

Education/Training:

• High School Diploma or equivalent required
• Technical degree, relevant certifications or equivalent work experience acceptable.
• Knowledge of ITIL best practices including Monitoring & Event Management, Incident Management, Change Management and Problem Management processes helpful.

Core Competencies:

• Cisco/Juniper/Telco Systems/Ciena/ADVA/Mikrotik Router and or Switches
• Microwave Radios such as Cambium/ NEC iPASOLINK/Bridgewave/SIAE Alfoplus/Ubiquiti AF24/Powerbeam, CBR/UBR/Casa/Arris cable modem termination system or CMTS
• Telecom Switches manufactured by Northern Telecom DMS, Metaswitch, and Calix Gpon services. Video Devices manufactured by companies such as Motorola, Pace, Arris, TiVo; Digital Addressable Controllers (DAC), and other related gear associated with delivering Video and Telecommunication Services
• Familiarity with third party portal access such as Equinix, Verizon, Juniper, Cisco, Lumen, Netflix Google Ciena ETC
• Working knowledge of Windows OS and strong Microsoft Office skills including Word, Excel, etc.
• Familiar with Google GSuite applications including Gmail, Chat, Calendar, Meet, etc.
• Experience with Incident Management ticketing systems such as Request Tracker (RT), or Service Now.
• Familiar with, and experience using Network Management monitoring Systems [NMS] such as IBM Tivoli/Netcool, Cacti, SevOne, etc. or equivalent NMS systems.
• Ability to accommodate irregular scheduling to support business operations when required. Sound computing skills
• Developed oral and written communications ability across all platforms including phone, email, instant message, text, video meetings, etc.
• Capable of reading and writing clear, concise technical reports and letters.
• Good negotiation and listening skills.
• Ability to prioritize and organize proficiently in fast paced environment.
• Reliable, Punctual, Dependable.
• Creative problem solving abilities.
• Ability to effectively manage to deadlines.
• Comfortable interfacing with all levels of organizational management

We're Proud to Offer a Comprehensive Benefits Package Including:

• 401k retirement plan, with employer match
• Insurance options including: medical, dental, vision, life and STD insurance
• Paid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organization
• Floating Holiday: 40 hours per year
• Paid Holidays: 7 days per year
• Paid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws
• Tuition reimbursement program
• Employee discount program

*Benefits listed above are for regular full-time positions

Base Salary: The base salary range in Pennsylvania for this position is $23.00/hr - $36.50/hr plus opportunities for bonus, benefits and commission, if applicable. The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities. It is specific to Pennsylvania and may not be applicable to other locations.

• Noc Technician I - $23.00/hr - $27.50/hr
• Noc Technician II - $26.50/hr - $34.50/hr
• Noc Technician III - $28.50/hr - $36.50/hr

Our Mission Statement:

* Take care of our customers

* Take care of each other

* Do what we say we are going to do

* Have fun

Diverse Workforce / EEO:

Astound Broadband is proud to be an Equal Opportunity Employer and we are dedicated to cultivating a diverse, equitable and inclusive workplace where employees feel valued, respected and empowered. Discrimination of any kind has no place here. We are dedicated to providing equal opportunities for all employees and applicants, regardless of race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity or expression, genetic information, military, veteran status, and any other characteristic protected by applicable law. We strive to create a culture that celebrates our differences and promotes fairness and inclusivity in all aspects of our business.

CCPA Employee Privacy Policy (For California Candidates Only): https://www.astound.com/wp-content/uploads/2023/09/CCPA-Employee-Privacy-Notice.pdf